CODIFIED AGREEMENT
POL00028212
POL00028212
SCHEDULE A15 RESTRICTED CONTRACTS
SCHEDULE A15 - REQUIREMENTS
1.1. Requirement 463 - POCL Service Infrastructure - OPS: Additional
Requirements for OPS Equipment ........ non ve G
1.2. Requirement 464 ~ POCL Service Infrastructure - OPS: POCL's
Agreement to Offer Services Using OPS and TMS7
1.3. Requirement 465 - POCL Service Infrastructure - OPS: Appearance
of the OPS Equipment seseee eee?
1.4. Requirement 466 - POCL Service Infrastructure - OPS
Consumables .......+.eeeee sae ve esecene 7
1.5. Requirement 467 ~ POCL Service Infrastructure - OPS: Links from
OPS ©O TMS a cease sen oe ae de BS HS eee eR BSA es TRS
1.6. Requirement 468 ~ POCL Service Infrastructure
engineering visits .............00-
1.7. Requirement 469 - POCL Service Infrastructure
Documentation ....
1.8. Requirement 470 ~ POCL Service Infrastructure
Technical Documentation ........... cee esos
1.9. Requirement 471 - POCL Service Infrastructure - OPS: Messaging
FACTLICLSS 04 eres ene ees sencebewensass wages E}
1.10. Requirement 472 - POCL Service Infrastructure - OPS: Security
of Data and Audit Trail ........ ee. e eee eee 9
1.11. Requirement 473 - POCL Service Infrastructure - OPS: User
ACCESS - oe eee eee eee eee eee seer eee eee rene 9
1.12. Requirement 474 - POCL Service Infrastructure - OPS Beare
Safety, and Legal Obligations .. -10
1.13. Requirement 475 - POCL Service Infrastructure ~ OPS ‘style
Guide oc cscs ecccescceees tee eee rece aes ee ee L2
1.14. Requirement 476 - POCL Service Infrastructure - OPS: Release
CONETOL Lecce eee eee eee eee eee one 12
1.15. Requirement 477 - POCL Service Infrastructure - OPS: Asset
register ........ PUT UTIL LITT Tie ToTTTTer 13
1.16. Requirement 478 - POCL Service Infrastructure - OPS: Basic TMS
PACLIUCAGS 06.20 cases ae wes ae a6 Hee HG OS ATED 13
1.17. Requirement 479 - POCL Service Infrastructure - OPS: Control
and Monitoring of TMS links .... were)
1.18. Requirement 480 ~ POCL Service Infrastructure - OPS Logical
Discreteness of TMS .......-. eee eee eee eee 1s
1.19. Requirement 481 - POCL Implementation - Documentation: Process
and Procedures Documentation .............. 15
1.20. Requirement 482 - POCL Implementation - Documentation:
Documentation Standards for PPDs ...... ose 16
1.21. Requirement 484 - POCL Implementation - Documentation:
Availability of PPDS ..........eeseseeee
1.22. Requirement 485 - POCL Implementation - Documentatioi
Updating PPD Information .. axeune
1.23, Requirement 486 - POCL Implementation - Documentation
Approval .....ece sees eeaeees .
1.24. Requirement 487 - POCL Implementation - Installation:
of Outlets by the Contractor ...
1.25. Requirement 488 ~ POCL Implementation - Installation:
Installation and Acceptance of the Office
PlAtLOrM 2... eee cece eee reece reece eens +16
1.26. Requirement 489 - POCL Implementation a Installation: Removal
of Existing Equipment ..... Sha Sime 16
1.27. Requirement 490 - POCL Implementation - Tnstallatio. :
Installation within Normal Business Hours .17
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1.28. Requirement 491 - POCL Implementation - Installation:
Completion of Internal Modifications ......17
1.29. Requirement 492 ~ POCL Implementation - Installation:
Modifications ~ Compliance with Legislation17
1.30, Requirement 493 - POCL Implementation - Installation: Removal
/ Fitting of Equipment at Relocated /
Refurbished Outlet .. . --
1.31. Requirement 494 - POCL Implementation - Installatio
to Network Change Requests
1.32. Requirement 495 - POCL Implementation - Installation:
Provision of Equipment at Counter Positions18
1.33. Requirement 496 ~ POCL Implementation - Installation:
Installation of Equipment at Any Site
Designated by POCL
1.34. Requirement 497 - POCL Implementation - Installation:
Installation by the Contractor in Outlets .18
1.35. Requirement 498 - POCL Implementation - Integration: Migration
of Existing Products and Systems ..........18
1.36. Requirement 499 - POCL Implementation - Integration: Timing of
-18
Installation ........-..-.. eee eee sees eee 1B
1.37. Requirement 500 ~ POCL Implementation - Roll Out: Confirmation
of Permissions for Modifications .......... 19
1.38. Requirement 501 - POCL Implementation - Roll Out: Planning and
Agreement of Site Visits . see ne 19)
1.39. Requirement 502 - POCL Implementation - Roll Out: Survey
Activities to Avoid Disruption to Service .19
1.40. Requirement 503 - POCL Implementation - Roll Out:
Modifications to Avoid Disruption to Services19
1.41. Requirement 504 - POCL Implementation - Roll Out: Use of
Existing Equipment ....... bbe e beeen eenaes 19
1.42. Requirement 507 - POCL Implementation - Roll Out: Installation
to Avoid Pressure Periods ...... wee e ee ees 19
Requirement 508 - POCL Implementation - Roll Out: Suspension 20
Requirement 509 - POCL Implementation - Roll Out: Siting of
Equipment in Outlets ..........eee eee een 20
1.45. Requirement 510 - POCL Implementation - Roll Out: Common
Planning Base for All Types of Outlet ..... 20
1.46. Requirement 511 - POCL Implementation - Roll Out: Installation
to avoid disruption to services ... 20 ~
1.47. Requirement 512 - POCL Implementation - Roll Out: Overriding
Constraints to Speed of Roll Out .......... 20
1.48, Requirement 513 - POCL Implementation - Roll Out: POCL’s
Agreement to Equipment Upgrades ........... 21
1.49, Requirement 514 - POCL Implementation - Roll Out: Mechanism
for Determining that Outlets are Ready to Go
LIVE cece ese e ee cnceevccees sew ae reece eeeveee al
1.50. Requirement 516 - POCL Implementation ~ Roll Out: POCL Rights
to Amend Roll Out Programme .............-- 21
1.51. Requirement 517 - POCL Implementation - Roll Out: Outlet
Modifications to be Completed in One Visit 21
1.52, Requirement 518 - POCL Implementation ~ Roll Out: Outlet
Survey to be Completed in One Visit ....... 22
1.53, Requirement 519 - POCL Implementation - Operational Services:
Installation at Previously Unequipped Counter
POSLELONS 4 ou sas wee we Se mn ee ee ee ee ewes ae 22
1.54. Requirement 520 - POCL Implementation - Supporting Services:
Availability from Day One ...............45 22
1.55. Requirement 521 ~ POCL Implementation - Supporting Services:
Help Desk Services Single Point of Access .22
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1.56, Requirement 522 - POCL Implementation - Supporting Services:
Help Desk Telephone Number ..........2....- 22)
1.57. Requirement 523 - POCL Implementation - Supporting Services:
Levels of Support Service ..........., eee 22
1.58. Requirement 524 - POCL Implementation - Supporting Services:
Help Desk Hardware Support .........00- 23
1.59. Requirement 525 ~- POCL Implementation - Supporting Service
Help Desk Additional support services .....23
1.60. Requirement 526 - POCL Implementation - Supporting Services:
Help Desk Resolution of Reported Incidents 23
1.61. Requirement 527 - POCL Implementation - Supporting Services:
POCL Help Desk .....-..eeeeeeeeeee ag ee. 56 5u 2
1.62. Requirement 528 - POCL Implementation - Supporting Services:
Help Desk Re-Routing of Calls .............23
1.63. Requirement 529 - POCL Implementation - Supporting Services:
Help Desk Compliance with POCL Help Service
Behavioural Standards .........sseeeeeeeeee 23
1.64. Requirement 530 - POCL Implementation - BPOSS Functionality
Availability of Services .............0. 1224
1.65. Requirement 531 - POCL Implementation - Training: Acceptable
Standards in Key Competencies .... Be 224
1.66. Requirement 532 - POCL Implementation - Training: new Products
and Product Changes .........
1.67. Requirement 533 - POCL Implementation - Training: Non
Interference with Data Transfer or Integrity24
1.68. Requirement 534 - POCL Implementation - Training: Suitability
for Different User Groups ......... TRITTTTK
1.69. Requirement 536 - POCL Service Infrastructure - OPS: Equipment
General Requirements .......20eeee eee eee
1.70. Requirement 537 - POCL Service Infrastructure
Management ......eece ever ee
1.71. Requirement 538 - POCL Service Infrastructure
Synchronisation of Time .....
1.72. Requirement 539 - POCL Service Infrastructure - SMS: Reference
Data Handling ...csceesseen esses ee cennncens 26
1.73. Requirement 540 - POCL Service Infrastructure - OPS: Equipment
Environmental Considerations .............. 26
1.74. Requirement 541 - POCL Service Infrastructure - TMS: _
Scaleability ......... ee ae ees)
1.75. Requirement 542 - POCL Service Infrastructure - OPS: Continued
Support of Operating Systems, Middleware and
Applications Software . sae
1.76. Requirement 543 - POCL Applications - AP Tokens... . 0627
1.77. Requirement 544 - POCL Applications - APS: Clients/Client
Service Types ............ #6 sh aw oe 02?
1.78. Requirement 545 - POCL Applications - Documentation 28
1.79, Requirement 546 - POCL Applications - General Constraints29
1.80. Requirement 547 - POCL Applications - APS: Data Capture and
Validation occ sce cee e eee cece ec ee en ceceae
1.81. Requirement 548 - POCL Applications -
Committal . .
1.82. Requirement 549 - POCL Applications -
Reversal ........... See eee eens +e 30
1.83. Requirement 550 - POCL Applications - APS: Update of APS
TOkenS 11... eee eeeee pos cer seers eceesenees IO
1.84. Requirement 551 - POCL Applications Receipting ....... 30
1.85. Requirement 552 - POCL Applications Transaction
Collection / Delivery ...
REQUIREMENTS
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1.86. Requirement 553 - POCL Applications - APS: Client Data
Collection and Distribution .......... eee ee 31
1,87. Requirement 554 - POCL Applications - APS: Fallback and
RECOVELY bocce cece cee b eee e eect teeneneaees 31
1.88. Requirement 555 - POCL Service Infrastructure - OPS:
Capabilities on Initial Implementation ....32
1.89. Requirement 557 - POCL Service Infrastructure - OPS:
1.90. Requirement 558 - POCL Service Infrastructure - OPS: Equipment
Capacity oe eee eee cece cece eee enna eeeees 34
1.91. Requirement 559 - POCL Service Infrastructure - OPS: Extent .34
1.92. Requirement 560 - POCL Service Infrastructure - OPS:
Technology Refresh ..... cee eee eee e cence eens 34
1.93. Requirement 561 - POCL Service Infrastructure - OPS: Licence
Indemnities ....ccce ccc ees ccc ceeeeee
1.94. Requirement 692 - POCL Applications -
Management ...... :
POCL Applications -
Payment 02... ee eee cece eee cence ee eeeee .35
1.96. Requirement 693 - POCL Applications - EPOSS: Receipting.. 36
1.97, Requirement 694 ~- POCL Applications - EPOSS: Data Capture... 37
1.98, Requirement 695 - POCL Applications ~ EPOSS: Stock Unit
Control
1.99. Requirement 696 - POCL Applications - POSS: Reporting .
1.100. Requirement 697 - General - Audit: Access ...........
1.101. Requirement 698 - General - Security: Policy ........ F
1.102. Requirement 699 - General - Audit: Trail ................
1.103. Requirement 799 - POCL Applications - APS: Token Issue..
1.104. Requirement 800 - POCL Applications - EPOSS: Serve Customers
(A) ce cenvncncracccenearensconcccncccsnenee 41
1.105. Requirement 801 - POCL Applications - EPOSS: Product Styles 42
1.106. Requirement 802 - POCL Applications ~ EPOSS: Value Stock
Management ...........0005 bocce eect eee eee 43
1.107. Requirement 803 - POCL Applications - EPOSS: Data Resilience43
1.108. Requirement 804 - POCL Applications - EPOSS: Transaction Log
1.95. Requirement 692
¥ DMSPECELON 6 ans ne 52581 Oe be awe ne yas ies oe « 43
1.109. Requirement 805 - POCL Applications - EPOSS: Audit / Event
Log and Inspection .-....... cee ee eee eee 43
1.110. Requirement 806 - POCL Applications - EpOss: Set Date and ~
WLS, os es ese om ewe oe se 552 ses He Be TES 44
1.121. Requirement 807 ~ POCL Applications - EPOSS: Transfers
between Stock Units 21 44
1.112. Requirement 808 - POCL Applications - EPOSS outlet Balance 44
1.113. Requirement 809 - POCL Applications - EPOSS: Customer Session45
1.114. Requirement 810 - POCL Applications - EPOSS: Transaction
RULES 2. cece eee eect eee teen n nrc ceeue 2 AS
1.115. Requirement 811 - POCL Applications - EPOSS: Data
Transmission ..... oe 45
1.116. Requirement 812 - POCL Applications ~ EPOSS: Transaction
ReverSal .....ee cece reece eee bee eee eee eee 46
1.117. Requirement 813 - POCL Applications - EPOSS: Revaluation of
Value Stock 22... cee cece eee eee ene 0 46
1.118. Requirement 814 - POCL Applications - EPOSS: Enter Cash on
Hand coe ccc ee cece eee eeeee seen eeeee
1.119. Requirement 815 - POCL Applications - EPOSS: Process
Stock Units ...... cee eee eeee .
1.120. Requirement 816 - POCL Applications ~- EPOSS: ‘Audit
21.121. Requirement 817 - POCL Applications - EPOSS: Discounting +. 48
1.122. Requirement 818 - POCL Applications - EPOSS: Reference Data 49
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1.123. Requirement 819 - POCL Applications - EPOSS: The Outlet
Trial/Final Cash Account .
1.124. Requirement 820 - POCL Applications - EPOS
RECOVELY ©... eee cence eens
1.125. Requirement 821 - POCL Applications —
1.126. Requirement 822 - POCL Applications -
Inventory Management
1.127. Requirement 823 ~ POCL Applications -
Business Rules S1
Interface with
Data Management52
1.128. Requirement 824 - POCL Applications - EPOSS: Weighing Scales52
Serve Customer
1.129. Requirement 825 - POCL Applications - EPOS.
(B) crqsasswrusess aieiaces
1.130. Requirement 826 - POCL Service Infrastructure - OPS: Future
Flexibility for Sharing of Specialist
Peripherals ........eeeeeee bee ee eee eee BA
1.131. Requirement 827 - POCL Service Infrastructure - OPS: Ability
to Maintain Authorisation Data .... oon 54
.132. Requirement 828 - General - Security: Data Security........54
.133. Requirement 829 - General ~ Security: Prosecution support ..54
.134. Kequirement 830 - General - Security: Contingency Plans
.135. Requirement 831 - End to End Service - POCL Interfaces
.136. Requirement 832 - POCL Applications ~- EPOSS: Business
PLOCESSES 6... esse eee eee aieewes
.137. Requirement 833 - POCL Applications - EPOSS: Training Mode .58
1.138. Requirement 834 - POCL Applications ~ EPOSS: Transitional /
Contingency Arrangements .......... @ nae Be ae 58
1.139. Requirement 835 - POCL Applications - EPOSS: EPOSS Related .59
1.140. Requirement 836 - POCL Applications - EPOSS: Service
eee eer re ouecnunen
1.141. Requirement 837 ~ POCL Applications - EPOSS: Reporting
1.142. Requirement 838 - POCL Applications - EPOSS: General ..
1.143. Requirement 839 - POCL Applications - EPOSS: Retail
Functionality ...........-..-- eee e eee eee 61
1.144. Requirement 869 - POCL Service Infrastructure - Service
Levels: Transaction Monitoring System (TMS) 61
1.145. Requirement 870 - POCL Applications - EPOSS: Transaction
Pee
Times ....... beeen eee e nace een eneee ween s 62
1.146. Requirement 871 - POCL Applications - EPOSS: General Service
LEVELS wo. creer eee cree nets neces neeeces wee 63
1.147. Requirement 880 - POCL Applications: Specification of -
Transaction Data from Outlet to TIP ....... 64
1.148. Requirement 890 - POCL Applications - APS: Reconciliation ..64
1.149. Requirement 891 - End to End Service - Reconciliation
REQUITeEMENtS Loe eee e eee eee e eee e eee eee 64
1.150. Requirement 894 - General - Management Information
Requirement ..... Ose dees ou an ways s seas vets 67
1.151. Requirement 895 - General - Security: Irregular Encashment
Patterns ..seeseeceeeeee seme were reece ees ees 68
1.152. Requirement 896 - POCL Implementation~ Documentation: Access
to Documentation by Electronic Means . Ps
1.153. Requirement 898 - Order Book Control Service (OBCS) - General
Requirements .......--.+eeeeeee
1.154. Requirement 899 - OBCS - Stop List Maintenance
1.155. Requirement 900 - OBCS ~ Order Book Processing: Bar-Coded
Order Books ...........05 o- seer e eee ees 69
1.156. Requirement 901 - OBCS ~ Order Book Processing: Non-Bar-Coded
BOOKS weve e cece eee ee eeee . 9
1.157. Requirement 902 - OBCS ~ Transaction Times.
1.158. Requirement 903 - OBCS - General Service Levels
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1.
1s
~161. Requirement 911 - End to End Service - Integrity Across
1
1.
Le
1.
de
1.
ds
159. Requirement 905 - POCL Implementation ~ User Support for
Transaction ACCULACY «eee sees sree eee
160. Requirement 906 - POCL Implementation - Roll Out: ....
Changes
162. Requirement 912 - POCL Service Infrastructure - SMS: Portable
Appliance Testing ....... Baveeeeseereecenen 1M
163. Requirement 913 - Implementation - Service Level Agreement:
POCL User Documentation «1.1... sess eee eee 74
164. Requirement 914 - Implementation - Service Level Agreement:
Operational Systems Help Desk ...
165. Requirement 915 - Implementation - Service Level Agreement
Training Services ........ *
166. Requirement 918 ~ General - Communications .............
167. Requirement 921 - POCL Service Infrastructure - Securit
Secure Time-out ....-.--- eee ee eeee wee e eee BF
1.168. Requirement 922 - POCL Service Infrastructure ~- OPS: Noise
is
i.
1.
-170. Requirement 926 - Roll Out: Generic Requirement ..
.171. Requirement 938 - Data Protection ...........e ee ee eee vee BB
.172. Requirement 941 - Implementation - Roll Out: Post Office Roll
Emissions .....-..... eee ee eee ee cette eee eens 88
.169. Requirement 925 - Joint Implementation - Operational Trial:
Acceptance Testing Requirements
Out cee eee eevee Pee eee eee eee e eee oe 89
.173. Requirement 945 - Implementation - Service Level Agreements:
Installation of POCL Service Infrastructure89
Requirement 949 - POCL Implementation ~ Training...... seen 89
174.
.175. Requirement 951 ~ General - Service Architecture Design
DOCUMENT cee eee secs eee ee eee eee eee wee BF
-176. Requirement 952 - POCL Service Infrastructure - OPS: APS Key
Management ....... POSE HE awe ht oe wie i sine Oe we 30
-177. Requirement 953 - POCL Service Infrastructure - OPS:
Concurrency ..... ©ieseiHerespanes +. 90
178. Requirement 956 - OBCS - OPS Interface: ESNCS to OBCS... +90
179. Requirement 960 - POCL Applications - EPOSS: Zero-Value
Transactions .... vee « 93
1,180. Requirement 971 - POCL Implementation - Farnborough
Requirement .......eeee cece eee ee cence 94
181. Requirement 972 - Implementation - Roll Out: Strategy . 94
182. Requirement 973 - End to End Service - Internal Interface
Specifications ............ Sete een ee ee 94
REQUIREMENTS
1. Requirement 463 - POCL Service Infrastructure - OPS:
Additional Requirements for OPS Equipment
1.41. The Contractor shall supply samples of all elements of
the POCL Service Infrastructure used to provide OPS for
purposes other than {i) Roll Out and (ii) live use in
POCL Premises as part of the Operational Services.
Examples of these purposes include:
a)testing by POCL;
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Le
4.
b) training;
c)demonstrations and marketing.
. The Contractor shall provide specimens of all elements
and proposed elements of the POCL Service Infrastructure
used to provide OPS from time to time to undergo
destructive safety testing.
. POCL shall notify the Contractor from time to time of
how many samples are required for the purposes of
testing such elements of the POCL Service Infrastructure
at Operational Trial. They shall not in total exceed the
equivalent of 8 post offices with a total of 50 Counter
Positions. Any requirements thereafter for samples of
equipment for testing purposes (beyond the initial 50
Counter Positions) shall be subject to a _ process
approved by a date consistent with the Project Plan.
. Unless testing demonstrates a breach of the relevant
standards in Schedule A02, the number of specimens for
destructive testing purposes shall not exceed one
example of each component of Hardware within the
elements of the POCL Service Infrastructure that are
proposed for the OPS.
. The quantity of samples for training purposes depends on
the training methodology employed.
Requirement 464 - POCL Service Infrastructure - OPS:
POCL’s Agreement to Offer Services Using OPS and TMS
. Services which utilise OPS or TMS shall only be provided
Subject to the agreement of POCL.
Requirement 465 - POCL Service Infrastructure - OPS:
Appearance of the OPS Equipment
. The livery of the elements of the POCL Service
Infrastructure to be used for OPS shall be agreed with
POCL before Roll Out. A single livery shall be approved
for all Outlets that is consistent with the POCL Style
Guide for Post Offices.
. The effort required to maintain the appearance of the
Equipment to a level reasonably acceptable to POCL shall
be minimal.
Requirement 466 - POCL Service Infrastructure - OPS:
Consumables
. The Contractor shall supply detailed specifications of
all the consumables used by the OPS. The Contractor
shall provide estimates of the likely consumption of
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each consumable and, as part of an impact assessment,
the impact on consumption of any changes, including new
Services.
1.4.2. The Contractor shall be capable of supplying all
consumables, but POCL shall have the option to source
consumables from another supplier.
1.5. Requirement 467 - POCL Service Infrastructure - OPS:
Links from OPS to TMS
1.5.1. Each instance of OPS within Outlets shall interface with
TMS to allow the transfer, in both directions, of
authorised data files and messages.
1.5.2. The transfer of data between OPS and TMS shall be
secure, complete, accurate and robust.
1.5.3. Within OPS it shall be possible to identify whether data
from OPS have been received by TMS or not.
1.6. Requirement 468 - POCL Service Infrastructure - OPS:
engineering visits
1.6.1. Maintenance and repaix of the elements of the POCL
Service Infrastructure used to provide OPS involving on-
site attendance at POCL Premises by the Contractor’s
engineers shall not interfere unduly with the ability of
an Outlet to serve Customers, even where Outlets have a
single Counter Position and/or extremely limited
physical space.
1.7. Requirement 469 ~- POCL Service Infrastructure - OPS:
Technical Documentation
1.7.1. The Contractor shall provide technical documentation
concerning OPS and the elements of the POCL Service
Infrastructure used to provide OPS. This documentation
shall be suitable to allow POCL to procure applications
which utilise OPS or hardware which interfaces with OPS.
These procurements shall not necessarily be from the
Contractor.
1.7.2. All changes to such documentation shall be subject to
the Change Control Procedure.
1.8. Requirement 470 - POCL Service Infrastructure - OPS: TMS
Technical Documentation
1.8.1. The Contractor shall provide technical documentation
concerning TMS and the elements of the POCL Service
Infrastructure used to provide TMS. This documentation
shall be suitable to allow POCL to procure applications
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which utilise TMS. These procurements shall not
1.10.
1.10.
+10.
necessarily be from the Contractor.
+ All changes to such documentation shall be subject to
the Change Control Procedure.
Requirement 471 ~- POCL Service Infrastructure - OPS:
Messaging facilities
. Using TMS and OPS it shall be possible to broadcast
short messages to all or a subset of Outlets. As a
guide, a message length of approximately 2000 bytes is
likely to be acceptable.
. Such messages shall be brought to the attention of staff
working at automated Counter Positions in the Outlet at
the earliest practical opportunity. OPS shall enable
staff at the Outlet to produce a hard copy of the
message within the Outlet.
. TMS and OPS shall have the capability to be developed to
allow, subject to change control, staff working in the
Outlets to gain access to information held
electronically on the POCL Service Infrastructure such
as is currently published in ‘Counter News’ and the
operations manuals provided hereunder by the Contractor.
Requirement 472 - POCL Service Infrastructure - OPS:
Security of Data and Audit Trail
Le Data capture within OPS shall be accurate and robust.
2s The integrity and security of data held within the
OPS shall be protected at all times. Full logs of Events
within OPS shall be maintained and an audit trail of
interactions with, and actions within, OPS shall be
maintained.
ids The integrity and security of data held within OPS
shall not be compromised by any Incident nor when OPS is
re-established following any Incident.
. Requirement 473 - POCL Service Infrastructure - OPS: User
Access
1. Any remote access to OPS shall be restricted to Users
specifically authorised by POCL and shall only take
place via TMS.
02. Access to OPS and POCL Services offered via OPS to
staff working in the Outlets shall be controlled by a
mechanism, conforming to the POCL Style Guide, offering
multiple access levels and providing specific
identification of each User.
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1.11.3. It shall be possible to restrict the functionality
available at an Outlet, to permit (inter alia} some POCL
Services not to be offered at all Outlets.
1.11.4, There shall be support available to Users who have
forgotten their passwords. A large proportion of the
Outlets have only a single Counter Position. The support
mechanism used shall not unduly reduce the effectiveness
of access control.
lsdl.Sz There shall be a secure and reliable mechanism for
Users to suspend and resume access to OPS and POCL
Services offered via OPS. This shall not be unduly
onerous or time consuming for Users.
1.12. Requirement 474 - POCL Service Infrastructure - OPS:
Health, Safety, and Legal Obligations
12.1. The Contractor shall ensure that all Equipment used
in the provision of OPS is rated for continuous
operation, and capable of functioning safely and
reliably for an unlimited period, attended or
unattended, in Outlets.
Pa
-12.2. Each installation of such Equipment shall be
physically and electrically safe and in compliance with
relevant legislation and recognised best practice. Such
installation shall not cause interference with other
devices. Such Equipment may be required to be installed
in residential premises.
a)“Relevant legislation” includes all relevant UK
Regulations and, from the due date of OK
implementation, EC Directives. Such Equipment shall be
maintained to be compliant with any subsequent
legislation.
b)“Relevant legislation and recognised best practice”
includes mandatory standards, including all relevant UK
Regulations and, from the due date of UK
implementation, EC Directives. Such Equipment shall be
maintained to be compliant with any subsequent
legislation or mandatory standards.
c)All Equipment used in the provision of OPS shall comply
with BS EN60950 :; 1992 (BS7002 :1992) and any
subsequent amendments.
d)All Equipment used in the provision of OPS comprising
AC power adaptors shall comply with BS EN60065 ; 1993
(BS7002 :1992).
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e)The workstation aspects of all Equipment used in the
provision of OPS shall comply with the Health and
Safety (Display Screen Equipment) Regulations 1992,
which implement Council Directive 90/270/EEC on working
with display screen equipment.
f)Any Equipment used in the provision of OPS containing
laser emitters (including, without limitation, laser
printers and laser barcode scanners) shall comply with
BS EN 60825:1992.
g)Any telecommunications Equipment used in the provision
of OPS shall comply with Council Directive 91/263/EEC
(the Telecommunication Terminal Equipment Directive)
and have a current BABT certificate or equivalent for
connection to the public telephone network.
h)A11 Equipment used in the provision of OPS which is
defined as machinery shall comply with the Supply of
Machinery (Safety) Regulations 1992, which implement
the Machine Directive 89/392/EEC as amended by
91/368/EEC.
i)All Equipment used in the provision of OPS shall comply
with the Electrical Equipment (Safety) Regulations
1994, which implement the Low Voltage Directive
73/23/EEC as amended by 93/68/EEC.
j)All Equipment used in the provision of OPS and
connected, or intended for connection, to weighing
devices shall meet the requirements of the Non-
automatic Weighing Instruments {EEC Requirements)
Regulations 1992 Schedule 3 Applications.
k)All visual display terminal Equipment (including
without limitation, keyboards) used in the provision of
OPS shall comply with the relevant requirements of
either BS 7179:1990 or ISO 9241:1992
1)Al1 Equipment used in the provision of OPS which falls
within the scope of The Electromagnetic Compatibility
(EMC) Regulations 1992, which implement Council
Directive 89/336/EEC (as amended by 92/31/EEC), shall
comply with such Regulations.
m)All Equipment used in the provision of OPS shall meet
the minimum EMC requirements of both residential and
commercial installations, including compliance with BS
EN 50081 and BS EN 50082 with the following amended
test severity levels and with no degradation of
performance:
. IEC 801 part 2 class 3, 6kV contact discharge;
. IEC 801 part 3 3V/m;
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1.12,
ZeL3
1.14.
1.14
. IEC 801 part 4 +/- 1kV injected onto mains AC supply;
. IEC 801 part 5 +/- 2kvV.
n)All Equipment used in the provision of OPS and covered
by EN45501:1992 shall comply with clause A4.5 (voltage
variations) and Annex B of that standard.
o)All items of Equipment used in the provision of OPS
shall have an Index of Protection rating of IP3X as
defined in BS EN 60529:1992.
cape The Equipment used in the provision of OPS and its
installation shall not constrain POCL or the Agents from
meeting their legal safety responsibilities as
employers.
4. It shall be possible to prove compliance with
legislation or mandatory standards as and when
necessary.
. Requirement 475 - POCL Service Infrastructure - OPS:
Style Guide
eda The Contractor shall draw up the Horizon OPS Style
Guide and agree this with POCL by a date consistent with
the Project Plan. Any POCL Services to be offered via
the OPS shall be provided in accordance with the Horizon
OPS Style Guide.
wes The Horizon OPS Style Guide shall set out, inter
alia, general guidelines for the Human Computer
Interface, including screen layouts, system navigation
routes and help and manual entry facilities.
«3: The Human Computer Interface shall be intuitive and
easy to use, to minimise errors and delays. The Human
Computer Interface shall provide a consistent look and
feel across all Applications and be easy to adapt to
facilitate the introduction of new Applications.
. Requirement 476 - POCL Service Infrastructure - OPS:
Release control
1. The following requirements shall be met in connection
with the distribution and subsequent activation of each
Release.
2. The following shall be approved by POCL before any
Release, this approval not being unreasonably withheld:-
a)the contents of any Release;
b)the upgrade path for any Release;
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1.14
1.16
1.16.
c¢)the timing of the distribution of any Release;
d)the timing of the activation of any Release.
ude The Contractor shall provide proof of sufficient and
satisfactory pre-testing of each Release, including the
following aspects:-
a)at individual component (unit test) level;
b)of all components of the Release, both changed and
unchanged, working together (system test);
e)of all components in combination with different
hardware and software combinations which may be
encountered when the Release is in live, non-training,
use hereunder.
4, The Contractor shall provide proof of sufficient and
satisfactory preparation for the implementation of a
Release. This shall include testing the implementation,
reversion and regression from the Release.
wee The implementation of any Release shall not cause any
significant disruption to Users, shall not disrupt the
normal working environment of Users and shall not
require significant involvement from Users.
+6. The implementation of any Release shall not cause any
corruption to data held by or on behalf of POCL.
sis The Contractor shall maintain a detailed record of
all Releases and where they are deployed.
Requirement 477 - POCL Service Infrastructure - OPS:
Asset register
sks The Contractor shall maintain a detailed list of all
physical components installed at POCL Premises (an OPS
asset register) and make it available to POCL on
request. From the list it shall be possible to identify
all elements of the POCL Service Infrastructure
installed at any location.
. Requirement 478 - POCL Service Infrastructure - OPS:
Basic TMS Facilities
ids TMS shall link into each instance of OPS that is to
be used for live work.
Bie TS shall provide links into other computer systems
as required to support POCL. These systems include:-
a)Client systems operated on behalf of Clients; and
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b)other POCL systems, including without limitation TIP.
1.16.3. TMS shall provide Data File collection and Data File
delivery Services,
a)It shall be possible to collect Data Files from or
deliver Data Files to any computer system attached to
TMS.
b)The collection or delivery of Data Files shall be
triggerable by any of:
. User action;
. time;
. in response to a message from an attached computer
system or generated within TMS.
c)The collection or delivery of Data Files shall be
retried automatically, under parameter control, in the
event of any failure.
d)It shall be possible for POCL to specify a pre-defined
list of computer systems to which a Data File is to be
delivered or from which a Data File is to be collected.
1.16.4. TMS shall provide a message switching capability,
where a message consists of electronic data which shall
be passed from one computer system to another
(“switched”} with minimal delay.
a)It shall be possible to switch messages between any two
attached computer systems (including without limitation
between elements of the POCL Service Infrastructure in
individual Outlets).
b)Where TMS is unable to deliver a message it shall
notify the originating computer system.
c) TMS shall include the following processing
capabilities:
. validation of Data Files;
. consolidation of many Data Files into one Data File;
. generating many Data Files from one Data File;
. reformatting the contents of Data Files;
. generating control totals through access to the
contents of Data Files;
. reconciliation of control totals;
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. produce reports summarising financial transactions.
1.16.5. The Contractor shall maintain a full audit trail of
all TMS activity.
1.16.6. The Contractor shall ensure that any transfer of Data
Files or messages to or from TMS is, and can be shown to
be, secure, complete accurate and robust.
1.17. Requirement 479 ~- POCL Service Infrastructure - OPS:
Control and Monitoring of TMS links
welts de No computer system shall be connected to the elements
ef the POCL Service Infrastructure on which TMS is
provided without the approval of POCL.
1.17.2. TMS shall only allow connections to such elements of
the POCL Service Infrastructure to be established with
computer systems which are approved by POCL to be
connected. The Contractor shall maintain a register of
computer systems with which such connections are
allowed.
1.17.3. TMS shall authenticate the identity of any computer
system with which a link is to be established.
1.17.4. TMS shall produce reports detailing any attempt to
establish a link which is rejected. The Contractor shall
provide these reports to POCL on request.
1.18. Requirement 480 - POCL Service Infrastructure - OPS:
Logical Discreteness of TMS
1.18.1. TMS shall be logically discrete from other POCL
Services such that other services can be separately
procured that make use of TMS and such that, in
extremis, a replacement service for TMS could be
separately procured,
1.19. Requirement 481 - POCL Implementation - Documentation:
Process and Procedures Documentation
1.19.14 The Contractor shall provide, before training
commences, a comprehensive set of PPDs for completing
Transactions undertaken in Outlets. The PPDs shall also
include the definitive procedural instructions for
Transaction support processes at Outlets e.g.
accounting, balancing, Value Stock taking, and details
of what to do in emergency situations e.g. failure of
the POCL Service Infrastructure.
1.19.2. In essence the PPDs shall provide full details of
completing all automated procedures in all Outlets.
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1.20. Requirement 482 ~ POCL Implementation - Documentation:
Documentation Standards for PPDs
1.20.1. The documentation standards applicable to PPDs shall
be agreed, from time to time,
1.21. Requirement 484 - POCL Implementation ~- Documentation:
Availability of PPDs
1.21.1. The Contractor shall provide POCL one paper copy and
one electronic copy of each PPD and subsequent updates.
1.22. Requirement 485 - POCL Implementation - Documentation:
Updating PPD Information
1.22.1. The PPDs shall be updatable and updated, in line with
any Service Levels agreed between the parties from time
to time, {or if not agreed, then within a reasonable
time), to ensure information is always current.
1.23. Requirement 486 - POCL Implementation - Documentation:
POCL’s Approval
1.23.1. All documentation provided hereunder by the
Contractor shall be subject to final approval by POCL.
1.24. Requirement 487 - POCL Implementation - Installation:
Survey of Outlets by the Contractor
1.24.1. The Contractor shall carry out the survey of Outlets
to ascertain what modifications are needed to install
the POCL Service Infrastructure.
1.25. Requirement 488 - POCL Implementation - Installation:
Installation and Acceptance of the Office Platform
1.25.La The installation and acceptance of the elements of
the POCL Service Infrastructure used to provide the OPS
shall be undertaken in one day at each location in the
POCL Premises.
1.26. Requirement 489 - POCL Implementation - Installation:
Removal of Existing Equipment
1.26.1. The Contractor shall, on completion of implementation
at an Outlet and using an agreed process, disconnect and
move existing automated equipment as specified by POCL,
and identified during the relevant site survey, to a
single location in mainland UK agreed with POCL from
time to time.
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1.26.2. Such existing automated equipment shall be limited to
the PC configurations that support ECCO and / or ESNS at
15th May, 1996.
1.27. Requirement 490 - POCL Implementation ~- Installation:
Installation within Normal Business Hours
1.27.1. Installation at an Outlet shall be carried out at
times in accordance with the CCD entitled “Installation
Strategy”.
1.28. Requirement 491 - POCL Implementation - Installation:
Completion of Internal Modifications
1.28.13 The Contractor shall carry out internal office
modification work at all POCL Premises in accordance
with Clause 406 of the Codified Agreement.
1.29, Requirement 492 - POCL Implementation - Installation:
Modifications - Compliance with Legislation
1.29.1. The Contractor shall ensure that all staff and sub-
contractors carrying out modification work shall conform
to all legislative requirements.
1.30. Requirement 493 - POCL Implementation - Installation:
Removal / Fitting of Equipment at Relocated / Refurbished
Outlet
1.30.1. Subject to limitations defined in Annex 5 to Schedule
Al2, the Contractor shall, as an Optional POCL Service,:
a)be responsible for the removal / fitting of the
Equipment when Outlets are either relocated or
refurbished. The Contractor shall move equipment within
Qutlets if needed for refitment / refurbishment reasons
{including refitment / refurbishment to make such
Outlets open plan), and shall if necessary provide
extra Equipment; and
b)if requested by POCL, equip new sites / relocated sites
in line with POCL's evolving network strategy from time
to time.
1.31. Requirement 494 ~- POCL Implementation - Installation:
Response to Network Change Requests
faSiedis The Contractor shall respond within a timescale
(which shall be agreed between POCL and the Contractor
before commencement of Roll Out of the POCL Services),
to network change requests supplied by POCL, in
accordance with Service Levels. This requirement covers
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provision and installation of equipment in new and
relocated POCL Premises as well as the movement /
reconfiguration of equipment within existing POCL
Premises.
1.32. Requirement 495 - POCL Implementation - Installation:
Provision of Equipment at Counter Positions
1.32.1. Subject to the limit in Annex 5 to Schedule Al2, the
Contractor shall provide the Equipment at Counter
Positions. These shall include modified parcel positions
and some non-modified positions.
1.33. Requirement 496 - POCL Implementation - Installation:
Installation of Equipment at Any Site Designated by POCL
1.33.1. The Contractor shall install the Equipment at any
site designated by POCL which may include training
centres.
1.34. Requirement 497 - POCL Implementation - Installation:
Installation by the Contractor in Outlets
1.34.1, The Contractor shall install the POCL Service
Infrastructure necessary for OPS in Outlets.
1.35. Requirement 498 - POCL Implementation - Integration:
Migration of Existing Products and Systems
1.35.1. The Contractor shall migrate existing POCL Products
and POCL systems from current POCL platforms - APT,
ECCO+, ALPS, manual - to the POCL Service Infrastructure
with no discontinuity of service to Customers and
Clients. The Contractor shall work closely with POCL to
plan how best to achieve effective migration. At
Outlets, data transfer and associated tasks shall be
expedited as efficiently as possible with minimum staff
/ subpostmaster involvement.
1.35.2.In office data migration shall be carried out in
accordance with the Migration Specification. To the
extent that the first paragraph of this requirement 498
is inconsistent or in conflict with the Migration
Specification, the Migration Specification prevails.
1.36. Requirement 499 - POCL Implementation - Integration:
Timing of Installation
1.36.1. Installation of the POCL Service Infrastructure shall
not take place until the support services are available.
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1.37. Requirement 500 - POCL Implementation - Roll Out:
Confirmation of Permissions for Modifications
1.37.1. The Contractor shall obtain in each case
certification from the appropriate Authorising Officer
that relevant permissions have been granted before
modifications to each POCL Premises are carried out.
1.38. Requirement 501 - POCL Implementation - Roll Out:
Planning and Agreement of Site Visits
1.38.1. The Contractor shall ensure there is a process in
place to ensure all Outlets and Horizon Implementation
Managers are aware of and agree the times and dates of
all site visits. The relevant Horizon Implementation
Manager shall be the final arbiter in case of
disagreements between the Contractor and the Outlet
Manager,
1.39. Requirement 502 - POCL Implementation - Roll Out: Survey
Activities to Avoid Disruption to Service
1.39.1. The Contractor shall carry out all survey activities
with minimum degradation of post office and retail
operations - including any existing computer,
telecommunications and other systems at the Outlet.
1.40. Requirement 503 - POCL Implementation - Roll Out:
Modifications to Avoid Disruption to Services
1.40.1. The Contractor shall carry out all modification
activities with minimum degradation of Post Office and
retail operations - including any existing computer,
telecommunications and other systems at the Outlet.
1.41. Requirement 504 - POCL Implementation - Roll Out: Use of
Existing Equipment
1.41.1. The Contractor shall utilise existing POCL equipment
as specified in Schedule A09.
1.42. Requirement 507 - POCL Implementation - Roll Out:
Installation to Avoid Pressure Periods
1.42.1. Unless otherwise agreed with the Horizon
Implementation Manager and / or Outlet Manager, the
Contractor shall minimise installation activity of the
Equipment on POCL Premises during particular business
periods, namely Christmas and New Year pressure periods,
and other post office specific dates agreed by the
Contractor and POCL on an annual basis (such agreement
not to be unreasonably withheld or delayed).
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1.43, Requirement 508 - POCL Implementation - Roll Out:
Suspension
1.43.2. POCL may suspend the Roll Out programme if the
Contractor fails to meet any of the Service Levels.
1.44. Requirement 509 - POCL Implementation - Roll Out: Siting
of Equipment in Outlets
1.44.1. Within a specification to be agreed with POCL by a
date consistent with the Project Plan, the siting of the
elements of the POCL Service Infrastructure in each
Outlet shall be agreed by the Outlet manager.
1.45. Requirement 510 - POCL Implementation - Roll Out: Common
Planning Base for All Types of Outlet
1.45.1. For the purpose of Roll Out planning the Contractor
shall make no particular distinction between types of
"main" post office {e.g. branch offices, modified sub
post offices and franchised post offices).
1.46, Requirement 511 - POCL Implementation - Roll Out:
Installation to avoid disruption to services
1.46.1. The Contractor shall carry out all installation
activities with minimum degradation of post office and
retail operations - including any existing computer,
telecommunications and other systems at the Outlet.
1.47, Requirement 512 - POCL Implementation - Roll Out:
Overriding Constraints to Speed of Roll Out
1.47.1. Roll Out of the POCL Service Infrastructure and POCL
Services shall be undertaken as quickly as possible
subject to the over-riding requirement to:
a)maintain service and Client continuity;
b)maintain the quality of service delivery to Clients and
Customers;
c)appropriate support systems - including training -
being in place;
d)avoidance of damage to POCL's brand, reputation and
integrity;
e)treat POCL's staff and Agents professionally and with
respect;
but in any case shall be completed by a date consistent
with the Project Plan.
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1.48. Requirement 513 - POCL Implementation - Roll Out: POCL’s
Agreement to Equipment Upgrades .
1.48.1. The Contractor shall only upgrade the Equipment at
Outlets with the prior approval of POCL. This approval
shall not be unreasonably withheld.
1.49. Requirement 514 ~- POCL Implementation - Roll Out:
Mechanism for Determining that Outlets are Ready to Go
Live
1.49.1. The Contractor shall provide a process for
determining that individual POCL Premises are ready to
go live i.e. that the new POCL Service Infrastructure
functionality at such POCL Premises shall be activated
for use. POCL may withhold agreement to such activation
if, for any reason, it determines that in a particular
set of circumstances such activation is detrimental to
its Customers, Clients, staff, or Agents. If such
activation is not sanctioned, POCL and the Contractor
shall resolve outstanding issues as soon as possible.
1.50. Requirement 516 - POCL Implementation - Roll Out: POCL
Rights to Amend Roll Out Programme
1.50.1. POCL reserves the right to request amendments to the
Roll Out Programme, in accordance with the Change
Control Procedure, as necessary to protect its Service
Levels.
1,51. Requirement 517 - POCL Implementation - Roll Out: Outlet
Modifications to be Completed in One Visit
1.51.1) The modifications will be completed in one visit to
the Outlet. Telecommunication line installation may be
carried out separately and with prior notification to
the Horizon Implementation Manager and / or Outlet
Manager (approval not required for telecommunication
installation provided that it is carried out during
normal working hours of the relevant Outlet). It is
recognised that modification work in larger Outlets,
i.e. those with more than six (6) counter positions, may
need to span more than one day. In these, or other
exceptional circumstances, arrangements to complete such
work over more than one day will be subject to mutual
agreement between the Contractor, the Horizon
Implementation Managers and / or Outlet Managers, but
such agreement shall not be unreasonably withheld.
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1.52. Requirement 518 ~ POCL Implementation - Roll Out: Outlet
Survey to be Completed in One Visit
1.52.1. Each Outlet survey shall be completed in one visit to
the Outlet.
1.53. Requirement 519 - POCL Implementation - Operational
Services: Installation at Previously Unequipped Counter
Positions
1,.53:1s Subject to the limits in Annex 5 to Schedule Al2, the
Contractor shall provide and install the POCL Service
Infrastructure used for OPS at Counter Positions not
previously so automated as directed by POCL.
1,54. Requirement 520 - POCL Implementation - Supporting
Services: Availability from Day One
1.54.1. The Contractor shall ensure that all the support
services shall be available before activation of the
POCL Service Infrastructure in each POCL Premises in
line with the Service Levels.
1.55. Requirement 521 - POCL Implementation - Supporting
Services: Help Desk Services Single Point of Access
1.55.1, The Contractor shall provide one telephone number as
a single point of access to all Help Desk Services.
1.56. Requirement 522 - POCL Implementation - Supporting
Services: Help Desk Telephone Number
2.56 sch= The Help Desk contact point for POCL Users shall be a
local rate telephone number.
1.57. Requirement 523 - POCL Implementation - Supporting
Services: Levels of Support Service
1.87.1. The Contractor shall provide appropriate levels of
support services:
a)to all Users who have access to the POCL Service
Infrastructure;
b)to cover the operation of interfaces with the POCL
Service Environment;
c)to provide support for all other help desks linked to
the Help Desk facility provided by the Contractor.
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1.58. Requirement 524 - POCL Implementation - Supporting
Services: Help Desk Hardware Support
1.58.1. The Help Desk Service shall deal, without limitation,
with calls relating to the Hardware. This shall include,
but is not exclusive to:
a)fault diagnosis;
b)maintenance call out;
c)caretaking advice;
d)configuration management.
1.59. Requirement 525 - POCL Implementation - Supporting
Services: Help Desk Additional support services
1.59.1. The Help Desk must be able to provide access for
Users to additional support services (including training
facilities, training materials, operational support
documentation, and consumables) by the commencement of
Roll Out and shall provide such access thereafter when
requested to do so by POCL.
1.60. Requirement 526 - POCL Implementation - Supporting
Services: Help Desk Resolution of Reported Incidents
1.60.1. All reported Incidents shall be resolved in line with
Service Levels.
1.61. Requirement 527 - POCL Implementation - Supporting
Services: POCL Help Desk
1.61.1. A dedicated POCL Help Desk staffed by fully trained, ~
qualified and experienced personnel shall be provided
working to Service Levels.
1.62. Requirement 528 - POCL Implementation - Supporting
Services: Help Desk Re-Routing of Calls
1.62.1. Calls made to the POCL Help Desk that are not
pertinent to it shall be re-routed to the appropriate
point as per Service Levels.
1.63, Requirement 529 - POCL Implementation - Supporting
Services: Help Desk Compliance with POCL Help Service
Behavioural Standards
1.63.1. The Help Desk Service shall comply with POCL help
service behavioural standards in accordance with Service
Levels.
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1,64. Requirement 530 - POCL Implementation = EPOSS
Functionality Availability of Services
1 664d5 If for any reason it is not possible to - or it is
decided by POCL not to ~- make EPOSS functionality
immediately available on commencement of Roll Out of the
POCL Service Infrastructure, APT functionality shall be
available and operational with no adverse system or
operational impacts. In effect it shall be a
requirement to isolate EPOSS functionality so that it
cannot inadvertently be used/misused to the detriment of
Customer service and POCL accounting needs.
1.65. Requirement 531 - POCL Implementation - Training:
Acceptable Standards in Key Competencies
1.65.1. Training shall be provided to enable POCL's target
audience to achieve acceptable standards in key
competencies as defined by POCL by a date consistent
with the Project Plan. These competencies shall be
reviewed from time to time. For some groups this may
mean familiarisation training only. The target audience
shall include Users, managers, trainers, auditors and
certain non User groups i.e. retail network managers,
regional helpline staff, and account teams in business
centres, The Contractor shall deliver the training in
the manner specified in the solution to this
Requirement.
1.65.2. Competence shall be measured by a method agreed
between POCL and the Contractor by a date consistent
with the Project Plan.
1.66. Requirement 532 - POCL Implementation - Training: new
Products and Product Changes
1.66.1. The Contractor shall train all appropriate staff in
the handling of new Products or Product changes, when
such staff are trained in the five POCL Core Days before
live usage of the POCL Service Infrastructure at their
Outlet, as provided for by Requirement 915.
1.67. Requirement 533 - POCL Implementation - Training: Non
Interference with Data Transfer or Integrity
1.67.1. If the POCL Service Infrastructure has a facility to
operate in dummy training mode, it shall not interfere
with the transfer or integrity of POCL Data.
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1.68. Requirement 534 - POCL Implementation - Training:
Suitability for Different User Groups
1.68.1. The Contractor's training solution shall take account
of Users' experiences in term of automated products and
plattorms (ECCO+, APT, ALPS) and their differing
abilities to learn. The Contractor shall agree with POCL
(such agreement not to be unreasonably withheld or
delayed) the training requirements for the different
target audiences identified including training required
when individuals move between these target audiences.
This may include change of Outlet, promotion, new
recruits etc.
1.69. Requirement 536 - POCL Service Infrastructure - OPS:
Equipment General Requirements
1.69.1. Peripheral and input devices supplied as part of the
elements of the POCL Service Infrastructure on which OPS
is provided shall be reliable, robust and easy to use.
1.69.2. Peripheral and input devices supplied as part of the
elements of the POCL Service Infrastructure on which OPS
is provided shall be capable of detecting contention,
premature removal/swapping of Tokens etc. as
appropriate.
1.70, Requirement 537 - POCL Service Infrastructure - SMS:
System Management
Ie
«POn de The Contractor shall carry out system management of
all the POCL Services in a consistent and coherent
Manner to ensure the following:
a)activities within the POCL Services, including TMS,
* OPS, OBCS, APS and EPOSS, are co-ordinated such that,
for example, changes and faults can be tracked across
Service boundaries;
b)changes to the POCL Services can be made speedily and
accurately.
1.71, Requirement 538 - POCL Service Infrastructure - SMS:
Synchronisation of Time
1.71.1. SMS shall provide a facility for synchronising the
date and time across the POCL Services and the POCL
Service Infrastructure. This shall cater for the
handling of clock changes (e.g. at the beginning and end
of British Summer Time).
1671.25 SMS shall permit Transactions to be processed using
local time and/or GMT, and all the relevant elements of
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the POCL Service Infrastructure shall be able to derive
both local time and GMT.
1.72. Requirement 539 - POCL Service Infrastructure - SMS:
Reference Data Handling
1.72.1. SMS shall maintain Reference Data necessary to the
operation of the POCL Service Infrastructure and the
POCL Services.
1.72.2. SMS shall receive store and utilise Reference Data
from sources outside the control of the Contractor (e.g.
the POCL Reference Data System and Client systems).
1.72.3. It shall be possible to implement changes to
Reference Data to tight timescales. As an example of
such timescales, it shall be possible to implement
Reference Data changes consequent on a Budget by start
of business on the following day.
1.73. Requirement 540 - POCL Service Infrastructure - OPS:
Equipment Environmental Considerations
1.73 sha The Contractor shall give due attention to the
effects of the Equipment used in the provision of OPS on
the environment during manufacture, installation and
use. This includes:
a}use of CFCs;
b)energy consumption;
c)recyclability of components;
d)recyclability of consumables;
e)waste minimisation;
f}use of sustainable resources;
g)disposal of displaced equipment and waste;
h)making appropriate use of recycled materials.
1.73.2. The Contractor shall adhere to relevant environmental
legislation such as the Environmental Protection Act
1990 and publication ‘Waste Management: The Duty of Care
- A Code of Practice’.
1.74, Requirement 541 - POCL Service Infrastructure - TMS:
Scaleability
1.74.1. TMS shall be scaleable to meet POCL’s business needs
from time to time.
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1.74.2. This capability shall include the ability to support
any Client Transactions re-engineered by POCL, new
capabilities developed by POCL and considerable volumes
of Transactions needing authorisation from a Client
system or a central point in POCL.
1.75. Requirement 542 - POCL Service Infrastructure - OPS:
Continued Support of Operating Systems, Middleware and
Applications Software
1.75.1. The Contractor shall fully support the Software in
the POCL Service Infrastructure during the life of the
elements of the POCL Service Infrastructure on which
such Software is utilised in providing the POCL
Services.
1.76. Requirement 543 - POCL Applications ~ APS: Tokens
1.76.1. The APS shall support the following range of Tokens:
a)Landis & Gyr PISCES Smart Token;
b)GEC Meters WATERCARD Smart Token;
c)Schlumberger Smart Key for the water industry;
d)Schlumberger Smart Key for the electrical industry;
e)magnetic stripe card;
f)British Gas Quantum Smart Token;
g)bar coded documents,
1.77. Requirement 544 - POCL Applications - APS: Clients/Client
Service Types
Let? La The Contractor shall provide the APS to POCL in
respect of all its APS Clients as at 15th May, 1996.
1.77.2. The Contractor shall provide the APS such that
Clients or APS Client Service Types (which conform to
generic APS) may be added to, modified or removed from,
the APS on a regular basis.
1.77.3. The Contractor shall provide assistance to implement
an interface to additional third party
applications/Tokens if so required by POCL.
1.77.4, The Contractor shall provide technical assistance to
support POCL’s relationship with Clients and potential
Clients.
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1.77.5. The Contractor shall develop and maintain the APS in
a generic way that enables additional APS Client Service
Types to be added with minimum cost and disruption.
1.78. Requirement 545 ~ POCL Applications - APS: Documentation
1.78.1. The Contractor shall provide technical and overview
documentation describing the APS by a date consistent
with the Project Plan. The technical and overview
documentation shall be in sufficient detail to allow
POCL to market the APS to Clients and potential Clients
and to consider the suitability of additional services.
1.78.2. The Contractor shall agree the content of the
technical and overview documentation with POCL.
1.78.3. The Contractor shall develop and maintain an AP
Client Specification which specifies the details of each
Client/Client Service Type of the APS, including but not
limited to the Client interface specification, the
presentation of information on OPS, the data involved
and any necessary timings.
1.78 AP Client Specification contents shall include:
1. Client identity and overview
This section identifies the Client for whom a specific
instance of the APS is to be provided and provides an
overview of the Client’s business objectives in relation
to the APS.
2. Tokens and Methods of Payment
A description of the Token(s) that the Client requires
its customers to use and the Method(s) of Payment that
are acceptable to the Client.
3. Transaction data
. Contents;
. Validation;
. Sort/Substitution/Customisation;
. Batching;
. Transfer.
4. Other data
. Contents;
. Validation;
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. Availability.
5. Client service levels
1.78.5. The Contractor shall agree the content of the AP
Client Specification with POCL before the activation of
APS for that Client.
1.79. Requirement 546 - POCL Applications - APS: General
Constraints
1.79.1. The Contractor shall deliver the APS using the POCL
Service Infrastructure.
1.79.2. The Contractor shall make the APS available at all
Counter Positions, subject to the limits contained in
Annex 5 of Schedule Ai2, and at such other places where
the POCL Service Infrastructure exists.
1.79.3. The Contractor shall ensure that the availability of
each APS Client Service Type at each Outlet is
individually controllable on authority from POCL.
1.80. Requirement 547 - POCL Applications - APS: Data Capture
and Validation
1.80.1. The Contractor shall ensure that data are captured
correctly, robustly, accurately, securely and as agreed
with POCL.
2.80.2. The APS shall, as a minimum, validate data, whether
read from Tokens or entered by the User, in accordance
with a set of rules identified in:
@)POCL APS Generic Rules; -
b)Token Technology Specifications;
c)the AP Client Specification.
1.80.3 The APS shall check data, whether read from Tokens or
entered by the User, against any valid Client data or
Reference Data for the Client Service Type (e.g. stop
lists) and take the action prescribed in the relevant AP
Client Specification or Token Technology Specification.
1.80.4. The APS shall display User instructions specific to a
Client Service Type as identified in the relevant AP
Client Specification.
1.81. Requirement 548 - POCL Applications - APS: Transaction
Committal
1.81.1. The APS shall commit the Transaction when:
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a}monies have been accepted; or
b)a Transaction has been reversed; or
c)a Token has been issued; or
d)a Smart Token has been accessed (including an abandoned
or enquiry Transaction).
1.82. Requirement 549 - POCL Applications - APS: Transaction
Reversal
1.82.1. The APS shall enable the Reversal of committed
Transactions if eligible for Reversal as defined in:
a)POCL APS Generic Rules;
b)Token Technology Specifications;
c)AP Client Specification.
1.82.2. The Contractor shall provide a secure and auditable
process for dealing with such Reversals
1.83. Requirement 550 - POCL Applications - APS: Update of APS
Tokens
1.83.1. The APS shall write data to APS Tokens in accordance
with the rules identified in the appropriate Token
Technology Specification, AP Client Specification and
POCL APS Generic Rules.
1.84. Requirement 551 - POCL Applications - APS: Receipting
1.84.1. The APS shall produce a Transaction receipt for each
committed Transaction.
1.84.2. The Transaction receipt shall include, as a minimum,
information sufficient to provide a Transaction audit,
plus any other information identified in the appropriate
AP Client Specification and Token Technology
Specification.
1.84.3. The receipt produced for a Reversal Transaction shall
identify it as a Reversal and identify the original
(reversed) Transaction.
1.84.4. In the event of printer failure the APS shall provide
information to enable a manually completed receipt to be
produced.
1.84.5, The APS shall enable individual Outlets to produce
bilingual receipts (Welsh/English).
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1.84.6. The APS shall support retrieval of Transaction
information for the purpose of resolving Customer
queries in the Outlets and this may be by retention of a
duplicate receipt or by other means.
1.85. Requirement 552 ~- POCL Applications - APS: Transaction
Collection / Delivery
1.85.1. The APS shall maintain and deliver committed
Transactions to POCL and Clients in accordance with the
following:
a)POCL APS Generic Rules;
b) the appropriate AP Client Specification;
c)Token Technology Specification.
1.86. Requirement 553 - POCL Applications - APS: Client Data
Collection and Distribution
1.86.1. The Contractor shall ensure that Data Files from POCL
and Clients are collected/received and validated in
accordance with the relevant AP Client Specification,
Token Technology Specification and POCL APS Generic
Rules.
1.86.2. The Contractor shall ensure that Data Files from POCL
and Clients are available to all, groups of, or specific
Outlets in accordance with the appropriate AP Client
Specification, Token Technology Specification and POCL
APS Generic Rules.
1.87. Requirement 554 ~- POCL Applications - APS: Fallback and
Recovery
1.87.1. The Contractor shall provide fallback facilities for
the APS in situations when a User is unable to use part
or all of the POCL Service Infrastructure (for whatever
reason) and this provision shall maintain the integrity,
auditability, security and levels of Customer service.
1.87.2. The Contractor shall ensure that following an
Incident that adversely affects the integrity of APS
data, the APS is automatically recovered to a known
position and each User is able to identify what
Transaction data have to be re-entered.
1.87.3. The Contractor shall ensure that following an
Incident any previously recorded APS data which may have
been corrupted are discarded.
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1.87.4. The APS shall provide facilities for the re~input
(Recovery) of previously captured Transaction data which
have been lost following an Incident.
1.187 50 The APS shall provide facilities for the input
(Recovery) ef the details of Customer Transactions
performed whilst the OPS was unavailable.
1.87.6. The APS shall provide facilities to enable data
Recovery to be achieved swiftly and in an auditable way.
1.87.7. The APS shall enable data Recovery to be achieved
with minimal impact to Customer service,
1.87.8. The APS is not required to produce a receipt for
recovered Transactions (a receipt would have been
produced, either manually or automatically produced, at
the time of the counter Transaction).
Pe
-87.9. The APS shall facilitate the over-riding of certain
validation rules for recovery Transactions, as specified
in the POCL APS Generic Rules.
1,88. Requirement 555 - POCL Service Infrastructure - OPS:
Capabilities on Initial Implementation
1.88.1. In each Outlet, at each automated Counter Positions,
from Roll Out at such Outlet, OPS shall:
a)support the reading of track 2 from magnetic stripe
cards complying with ISO 7811 parts 1-4;
b)support the reading from and writing to Smart Tokens
complying with:
. ISO 7816 parts 1 and 2;
. and /or ISO 7816 parts 1, 2 and 3;
and be capable of supporting future applications
complying with:
. ISO 7816 part 4.
c)Support magnetic stripe cards and Smart Tokens that do
not match the above standards in all respects (e.g.
where embossing is not in the correct position, or the
magnetic stripe does not adhere fully to the standards
set out in paragraph 1.1) save to the extent specified
in the Solution to this Requirement;
d)support the reading of one dimensional bar-codes. The
maximum bar-code width to be read shall be 10.9 cm at a
resolution of 9 mils. OPS shall support, at minimum
code 128, EAN 8, EAN 13, code 39.
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1.88.2. In each Outlet from Roll Out at such Outlet EPOSS
shall: ;
a)support printing on manually fed pre-printed forms at
the counter, for example Girobank summary forms G4631,
G4632 and G4633;
b)support printing on cheques and other forms at the
counter;
c)support printing of existing Client reports at the
counter. This shall include printing in large fonts and
printing with 90 degree rotation;
d)support the connection of electronic weighing scales
{which shall not be supplied under the Codified
Agreement) to the POCL Service Infrastructure. As a
minimum, connections shall include Avery Berkel type
D104 and A702. It shall be possible to share a set of
weighing scales between two or more Counter Positions
at which the POCL Service Infrastructure has been
installed;
e)support the printing of reports necessary to meet
existing Client commitments;
f)support the printing of cash accounts and plain paper
summaries;
g)support the printing of PDF417 two dimensional bar-
codes on forms generated through back office
processing. Typically the two dimensional bar-code
shall be used to contain cash account information;
h)support the printing of one dimensional bar-codes at
the counter on forms as well as tally roll print, if -
such support is provided for in the Solution to this
Requirement. As a minimum, code 128, EAN 8, EAN 13 and
code 39 shall be printable;
i)support the printing of one dimensional bar-codes at
the back office, if such support is provided for in the
Solution to this Requirement. As a minimum, code 128,
EAN 8, EAN 13 and code 39 shall be printable.
1.89. Requirement 557 - POCL Service Infrastructure - OPS:
Flexibility
1.89.1. OPS and the elements of the POCL Service
Infrastructure on which OPS is provided shall have the
flexibility for additional peripheral equipment to be
added in the future, including input devices and
printers.
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1.89.
1.89.
1.92
2. POCL shall have the option to add up to three types
of additional peripheral equipment.
3. POCL shall have the option to require OPS to support
the reading of OCR to interpret code lines on bills etc.
If such option is exercised, the Charges for such
Service shall be as set out in the Solution to this
Requirement.
4. POCL shall have the option to require OPS to support
the reading of two dimensional bar-codes. If such option
is exercised, the Charges for such Service shall be as
set out in the Solution to this Requirement.
5. POCL may, as an Additional POCL Service, require OPS
and the elements of the POCL Service Infrastructure on
which OPS is provided to be linked to teller cash
dispensers. Such Additional POCL Service shall be
subject to agreement with the Contractor.
. Requirement 558 - POCL Service Infrastructure - OPS:
Equipment Capacity
al. The OPS shall support the POCL imperative of keeping
Transaction times to a minimum.
a2e The OPS shall be capable of supporting the entire
range of business transacted at Outlets for current
volumes of business and volumes of business as projected
by POCL.
Requirement 559 - POCL Service Infrastructure - OPS:
Extent
el. OPS shall be provided in each Outlet.
Ze OPS shall have the ability to support the automation
of all Transactions performed at Counters Positions.
3. From Roll Out in each Outlet OPS shall be capable of
supporting APS, OBCS and EPOSS in that Outlet.
Requirement 560 - POCL Service Infrastructure - OPS:
Technology Refresh
-1. POCL wishes to take advantage of changes in
technology during the term of the Codified Agreement.
n@e No change shall be made to the specification of
equipment to be used within the POCL Service
Infrastructure, without approval by POCL.
+3. The specification of the equipment being used and
installed within the POCL Service Infrastructure shall
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be reviewed by the parties at times reasonably agreed by
them, to ensure that the most appropriate technology is
deployed.
1.93, Requirement 561 - POCL Service Infrastructure - OPS:
Licence Indemnities
1.93.1. The Contractor shall indemnify POCL against any
dispute of the Contractor's or POCL’s right to utilise
the Hardware, Software or any information used for any
of the POCL Services (e.g. third party challenges with
reference to licensing or Intellectual Property Rights).
In the event of any such dispute, the Contractor shall
ensure that there is no impact on the level of the POCL
Services.
1.94. Requirement 691 - POCL Applications - EPOSS: Inventory
Management
1.94.1. EPOSS shall support cash management by denomination
and Stock management by Stock Item.
1.94.2. EPOSS shall support the recording of Transfers of
cash and Stock into and out of the Outlet.
1.94.3. EPOSS shall provide a facility to allow’ the
authorised update of cash and Stock held in an Outlet
via the OPS.
1.95. Requirement 692 - POCL Applications - EPOSS: Methods of
Payment
95.1. EPOSS shall accept single or multiple Methods of
Payment as settlement.
1.95.2. EPOSS shall allow the implementation of new types of
Methods of Payment, including without limitation debit
cards and EFTPOS.
1.95.3. The Contractor shall indicate their proposals to
implement an EFTPOS Service.
1.95.4. The Contractor shall be aware that:
a)POCL may require an EFTPOS facility as Method of
Payment on EPOSS, probably just debit cards initially
(e.g. Switch, Connect) but perhaps extending to credit
cards later, (e.g. Visa and Mastercard). The capability
to handle both debit and credit cards from commencement
of such a facility;
b)indicative volumes for EFTPOS at 15th May 1996 were:
. between 30 and 50 million EFTPOS payments per annum;
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. 70% above the floor limit (£15 working assumption)
and so needing authorisation;
¢)the main Transactions for which EFTPOS will be used are
expected to be:
. motor vehicle licence renewals (34%), bill payments
(38%, about half BT and half others);
. television licence payments (11%) and payment for
purchases from PostShops (5%), all estimates;
. other likely Transactions leading to EFTPOS are
expected to include travel insurance and bureau de
change and cash withdrawals;
. there would be no Cash-Back option initially;
d)business arrangements have not yet been finalised but
the current assumptions are for:
. a single Merchant Acquirer;
< on-line authorisation and batch Transaction
submission to be via TMS;
. reconciliation of EFTPOS payments on the EPOSS
Transaction log with an electronic data stream
version of the daily bank account updates;
. signed receipts may be stored in the Outlets,
remitted to Distribution Centres or dispatched to a
central facility (which the Contractor may wish to
offer);
. POCL expects to need to retrieve receipts in order to
prove Transactions at 0.2% or between 60,000 and
100,000 per annum at above volumes.
1.95.5. POCL requires guidance from the Contractor as to the
options for EFTPOS on the particular facilities being
proposed and the relative costs and benefits of each.
1.96. Requirement 693 - POCL Applications - EPOSS: Receipting
1.96.1. EPOSS shall allow production of a VAT receipt for
Customers at the end of each Customer Session, but
before the next Transaction is entered.
1.96.2. EPOSS shall allow automatic production of a non VAT
receipt for Customers to support a specific POCL Service
e.g. APS.
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1.96.3. The Contractor shall agree the format of all styles
of receipts with POCL by a date consistent with the
Project Plan.
1.96.4. A bilingual Welsh/English receipt header and footer
is required in designated Outlets.
1.96.5. EPOSS shall allow production of additional
(duplicate) receipts and they shall be marked as such.
1.97. Requirement 694 - POCL Applications - EPOSS: Data Capture
1.97.1. The Contractor shall provide a point of sale / "Till"
function to record all sales.
1.97.2. Data shall be automatically recorded in EPOSS if
captured during another POCL Service at the point of
sale.
1.97.3. EPOSS shall allow the manual input by the User of
weight values where scales are not linked.
1.97.4. EPOSS shall be event driven so that both data capture
and the recording of POCL Services are dynamic (e.g. the
swiping of a magnetic stripe card initiates the
Transaction).
1.97.5. EPOSS shall have the facility to read data from any
input device supplied as part of the POCL Service
Infrastructure used in providing OPS.
1.98. Requirement 695 - POCL Applications - EPOSS: Stock Unit
Control
1.98.1. EPOSS shall provide the facility to adjust cash and -
Stock levels within a Stock Unit to reflect the actual
levels on hand.
1.98.2. EPOSS shall provide each Outlet with the flexibility
to set up Stock Unit(s) according to the local working
practice requirement.
1.98.3. Within EPOSS there shall be a Stock Unit management
facility at Outlet level to change Stock Unit options
and assignments.
1.98.4. The Contractor shall be aware that Stock Units are
individual units of accountability which contain Stock
(fixed price Stock Items, Customer and Client specific
Tokens, retail Stock Items, cash and Transaction
Vouchers for a POCL Outlet Accounting Period.
1.98.5. EPOSS shall allow a User or group of Users to be
accountable for a Stock Unit, so that each Outlet has at
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least one Stock Unit, but there can be other Stock
Units, effectively operating independently.
1.98.6. Each Stock Unit can in turn be tied to both a User or
group of Users or a single Till. or group of Tills.
1.98.7. EPOSS shall allow each Stock Unit to be Balanced
individually. The Stock Unit may be Balanced more than
once within a POCL Outlet Accounting Period. Cash and
Stock Items shall be entered by denomination or Stock
Item level. This applies whether or not multiple Tills
are linked to a single Stock Unit.
1.98.8. At the end of the POCL Outlet Accounting Period an
Outlet Balance is struck with the details provided by
the Balanced Stock Units.
1.98.9. An Outlet brings to account manual voucher
Transactions including Transaction Vouchers, automated
voucher Transactions including Transaction Vouchers,
reports the Suspense Account position and the Stock and
cash totals within the approved Cash Account format.
m
-98.10. The cycle is repeated in the new POCL Outlet
Accounting Period with an Outlet Balance brought forward
value that includes the Stock and cash in hand, Suspense
Account and loss and gain position from the previous
POCL Outlet Accounting Period.
1.98.11. EPOSS shall provide a secure mechanism for
controlling access to a Stock Unit.
1.99. Requirement 696 - POCL Applications - EPOSS: Reporting
1.99.1. EPOSS shall allow production of a daily Report that
shows, at Outlet level, the cash holdings by individual
denomination of bank note and coin. The format of the
report shall be agreed by POCL and the Contractor by a
date consistent with the Project Plan.
1.99.2. EPOSS shall support the summarisation of daily and
weekly Transaction Vouchers at Stock Unit level.
1.99113. EPOSS shall support a reporting facility to print on
Client cut sheet stationery where the Client requires it
{including without limitation Girobank daily summaries).
1.99.4. The Contractor shall be aware that Girobank is only
an example ~ POCL needs to keep the flexibility to print
on other cut sheets e.g. tax discs/cheques in due
course.
1.99.5. The format of all styles of receipts shall be agreed
by POCL and the Contractor by a date consistent with the
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Project Plan. A bilingual Welsh/English version is
required in designated Outlets. .
99.6. EPOSS shall allow production of duplicate receipts
and they shall be marked as such.
99.7. EPOSS shall support a reporting facility to print on
Client cut sheet stationery to support Girobank and the
Postmaster’s Daily Record (PDR) summarisation.
99.8. EPOSS shall support reporting by journal/tally roll
and on A4 sheets to Client requirements at both Stock
Unit and Outlet levels, with the format to be agreed by
a date consistent with the Project Plan.
99.9. EPOSS shall allow reporting to be previewed on
screen.
.100. Requirement 697 ~- General - Audit: Access
.100.1. The Contractor and his sub-contractors shall keep or
cause to be kept Records (including financial records)
of all Services, covering materials and POCL Services
provided, timesheet records, contracts let to sub-
contractors and Charges levied to POCL. These Records
shall not be more detailed than those held by the
Contractor for its own audit purposes.
-100.2. The Contractor shall permit POCL or POCL’S
representatives (including those bodies listed in
paragraph 2.1 of Schedule A03) unrestricted access to
the Records for the purpose of auditing and reporting on
the performance, including charging and accounting
aspects, of the POCL Services.
-100.3. Such access shall be provided on request and shall
include access to premises, facilities, Services,
documentation, information {magnetic or otherwise),
staff, procedures, timesheets and other data used
directly as a basis for charging belonging to the
Contractor which relate to the provision of the POCL
Services.
-100.4. The Contractor shall implement audit recommendations
in accordance with provisions of the change control
procedures,
-100.5. The Contractor shall provide within reasonable
timescales either documentary or demonstrable evidence
of such changes and shall if required provide access to
the POCL'S representatives to monitor and confirm the
implementation of such changes.
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1.101. Requirement 698 ~ General - Security: Policy
1.101.1. The Contractor shall minimise and control liabilities
to itself and POCL.
1.101.2. The Contractor shall, by a date consistent with the
Project Plan, set up an organised . security
infrastructure covering:
a)the agreement of a security policy;
b)allocation of security responsibilities;
¢) security education and training;
d)reporting security incidents;
e)physical security control;
f)virus control;
g)business continuity;
h)control of Software;
i)safeguarding POCL records;
j) information classification;
k}) compliance with data protection and other legislation;
1)information exchange control;
m)Contractor's sub-contractors and suppliers;
n)compliance with security policy;
o)the management of fraud and risk during service
operation.
1,101.3. The Contractor shall be compliant with BS7799
1,102. Requirement 699 - General - Audit: Trail
1.102.1. An audit trail shall be maintained during periods of
POCL Service operation including fallback and Recovery.
1.102.2. The audit trail shall record all Data File transfer,
messaging and processing, whether as a result of manual
or automated action.
1,102.3. The information recorded shall be sufficient to
identify the action, by whom it was undertaken, when it
was undertaken, why it was undertaken, where it was
undertaken and the resulting outcome.
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1.102.4. The audit trail shall allow activities that utilise
more than one of the POCL Services to be traced across
the POCL Services from start to finish, or from an
intermediate POCL Service in any direction, with
certainty.
1.102.5. The audit trail shall provide information to allow
the original Transaction to be recreated.
1.102.6. The content of the audit trail shall be agreed with
POCL by a date consistent with the Project Plan.
1.102.7. Subject to Clause 801, audit trail records shall be
retained for a period consistent with Companies Act
requirements, or for a period of eighteen {18) months,
whichever is longer.
1,102.8. The audit trail shall be available for inspection by
POCL or their representatives as listed in paragraph 2.1
of Schedule AQ3.
1.102.9. The audit trail shall have a level of security such
that it cannot be altered or deleted.
1.102.10. The integrity of the audit trail shall be continued
during periods of partial or complete service loss or
failure.
2.162.11. The audit trail shall comply with Requirement 829.
1.102.12. Technological changes to the POCL Services or the
POCL Service Infrastructure shall not render the audit
trail unusable.
10203. Requirement 799 ~ POCL Applications - APS: Token
Issue ~
1,103.1. The Contractor shall provide a facility that permits
the issue at Outlets of replacement APS Tokens and APS
Tokens for new Customers, as directed by POCL.
1.104. Requirement 800 - POCL Applications - EPOSS: Serve
Customers (A)
1.104.1. EPOSS shall support the recording of all Transactions
between the Customer and the User.
1.104.2. EPOSS shall allow the selection of Customer Sessions
to allow for:
a)normal Customer service; or
b)a Refund; or
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c)a Reversal.
1,104.3. EPOSS shall uniquely identify a Customer Session and
each Transaction within the Balancing Period.
1.104.4. EPOSS shall allow Customer Session comp.etion to be
implemented in a way to encourage a ‘one Customer one
session’ rule.
1,104.5. EPOSS shall provide a cash tendered facility to
calculate change due to the Customer. Use of this
feature shall be at the discretion of the User and not
forced by EPOSS.
1.105. Requirement 801 - POCL Applications - EPOSS: Product
Styles
1,105.1. EPOSS shall support the current range of business
performed within Outlets e.g.
a)Value Stock;
b)Method of Payment;
c)a counter shortage known as a "loss";
d)a counter overage known as a "gain";
e)a POCL Product;
f)an inpay supported by a Client voucher (receipt);
g)an outpay supported by a Client voucher (payment).
1.105.2. EPOSS shall support the Customer Transaction by price
type as follows:
a)fixed price - where the price is held by EPOSS; or
b)variable price (open) - where the User enters the
actual price. If the valid range excludes zero the User
is forced to enter a non zero price; or
c)variable price (default) - where the default price is
non zero. The User can either accept this price or
overtype to change it within the valid range.
1.105.3. Where necessary Composite Products shall be declared
at individual denomination or item level by the User as
part of the Balancing activity.
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1.106.
1.106.
1.106.
1,107.
1.107
1.107.
1,108.
1.108.
1.108.
1.109.
1.109.
Requirement 802 - POCL Applications - EPOSS: Value
Stock Management
1. EPOSS shall maintain the current Stock record for
Value Stock items and Methods of Payment to reflect the
Transactions completed, e.g. if a postal order and the
Associated Fee are sold for cash the Stock of the former
is decreased and that of the cash is increased.
2. EPOSS shall allow compensatory corrections of errors
to be made without the need to perform a Reversal or a
sale.
Requirement 803 - POCL Applications - EPOSS: Data
Resilience
.1. EPOSS shall accurately maintain data and record all
Transaction Sessions as double entries.
2. %If EPOSS is interrupted or fails during a Customer
Session the POCL Service Infrastructure shall ensure
that data capture is resilient and consistent with the
need to retain a balanced status
Requirement 804 - POCL Applications - EPOSS:
Transaction Log / Inspection
-l. A journal of all Transaction data shall be available
to allow the User to refer back to a = previous
Transaction.
2. EPOSS shall provide a Transaction log for any
Balancing Period in the POCL Outlet Accounting Period to
allow the User to refer back to a previous Transaction.
-3., The Transaction log may be used in conjunction with a
Transaction Reversal by the User to identify the unique
Transaction Id.
4. The Transaction log shall be easily accessible to the
User for the resolution of enquiries.
Requirement 805 - POCL Applications - EPOSS: Audit /
Event Log and Inspection
1. EPOSS shall maintain a log of Transactions attempted
and actioned at Stock Unit level.
-2. EPOSS shall provide an audit/Event log for any
Balancing Period in the current POCL Outlet Accounting
Period by Stock Unit.
3. EPOSS shall provide a facility to allow the User to
inspect activities on the Stock Unit within the POCL
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Outlet Accounting Period so that, without limitation all
attempts to access a Stock Unit can be detected.
1.109.4. The audit/Event log shall be readily available to the
User for the resolution of enquiries.
1.110. Requirement 806 - POCL Applications - EPOSS: Set Date
and Time
1.110.1. The date and time within EPOSS shall be accurately
maintained and remain in step with Greenwich Mean Time
and/or British Summer Time as appropriate.
1.2iLs Requirement 807 - POCL Applications - EPOSS:
Transfers between Stock Units
1.211.1. EPOSS shall allow the movements of Value Stock Items
and Methods of Payment into and out of Stock Units
within the same Outlet to be recorded.
1,111.2. The data recording a movement shall be entered in a
Transaction Session similar to a Customer Session except
that the session total comes to the Transfer total
rather than to zero. However, EPOSS shall adjust
overall item Stock levels when the data entry session is
complete so that the “balance” of the Stock Unit is
maintained.
.111.3. Each movement is entered to the current Balancing
Period for the Stock Unit.
1.112. Requirement 808 - POCL Applications - EPOSS: Outlet
Balance
1.112.1. EPOSS shall provide a facility to reconcile Non-value
Stock Stock Items with unique serial numbers.
1,112.2. Reconciliation shall be by volume and by Stock Unit
as:
a)number on hand at the start of the POCL Outlet
Accounting Period (plus);
b)number received (equals);
c)number on hand at close of POCL Outlet Accounting
Period (plus);
d)number issued/spoilt/returned.
1.112.3. EPOSS shall provide a Suspense Account facility where
items that cannot be cleared operationally during one
POCL Outlet Accounting Period can be identified and
carried forward to the next.
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1.112.4. EPOSS shall provide an on demand Outlet Balance
Report to a POCL agreed format, this format shall be
agreed by a date consistent with the Project Plan. This
Report shall provide a “snap shot” of the Outlet
position within the current POCL Outlet Accounting
Period,
1.113. Requirement 809 - POCL Applications - EPOSS: Customer
Session
1.113.1. Within a Customer Session EPOSS shall maintain:
a)a running record of all Transactions performed;
b)the current balance;
c)the accounting sense (pay out/take in);
d)settlement details.
1.113.2. Multiple Transactions for the same Customer shall be
logically grouped into a single Customer Session.
LsLLa. Requirement 810 - POCL Applications - EPOSS:
Transaction Rules
1,114.1. EPOSS shall allow the Refund or Reversal of a
Transaction according to Client and POCL accounting and
business rules as agreed between the parties from time
to time. EPOSS shall enable certain Transactions not to
be refundable or reversible to comply with any changes
to the Client and POCL accounting and business rules as
agreed with POCL from time to time.
1.114.2. EPOSS shall be able to validate Transaction details
against Reference Data.
1,114.3. EPOSS shall provide the ability to Rate Shop against
a value input for a fixed price POCL Product.
1.115. Requirement 811 - POCL Applications - EPOSS: Data
Transmission
1.115.1. EPOSS shall allow TMS to pass all recorded
information to authorised remote locations (e.g. TIP).
1.115.2. EPOSS shall be flexible enough to support the
introduction of new POCL Services for Clients in an
integrated manner and ensure that any new POCL Product
can be added, and that EPOSS is automatically updated.
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1.116. Requirement 812 - POCL Applications - EPOSS:
Transaction Reversal
1,116.1. EPOSS shall allow Reversals for Customer Transactions
and Transfers either within the Outlet or to a remote
location.
1.116.2. EPOSS shall allow Reversals to be entered for normal
Transactions (but not for Reversals) as follows:
1.116.3. only for Customer Transactions which are not part of
other POCL Services (e.g. APS) or disallowed in
Reference Data supplied by POCL to the Contractor from
time to time.
1,116.4. EPOSS shall permit Users to enter a Reversal which
needs not correspond to a particular Transaction on the
Transaction log identified by the User according to
Client and POCL accounting and business rules as agreed
between the parties from time to time.
1.117. Requirement 813 - POCL Applications - EPOSS:
Revaluation of Value Stock
1.117.1. EPOSS shall allow revaluation of fixed price Value
Stock Stock Items and Methods of Payment when the price
changes.
1.117.2. (Note: While price changes would not normally apply
to Methods of Payment, it is a desirable feature in case
of future alternative currencies, e.g. the "Euro".
However, the remainder of this requirement is written in
terms of Value Stock.)
.117.3. When a price changes for a fixed price Value Stock
Stock Item, the Stock value must change to maintain the
relationship Stock value = Stock quantity x price. The
change in Stock value must be "balanced" by one or more
Transactions for designated POCL Products (and thence
reported on designated Cash Account lines). Thus the
requirement for maintaining an equal and opposite effect
on the Stock Unit is maintained.
1.117.4. EPOSS shall allow efficient revaluation of multiple
Value Stock Stock Items of the same generic type e.g.
postal order fees.
1.117.5. EPOSS shall ensure that only Value Stock Stock Items
allowed in Reference Data provided by POCL to the
Contractor from time to time can be accessed.
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1.118. Requirement 814 - POCL Applications - EPOSS: Enter
Cash on Hand
1.118.1. EPOSS shall provide a function to record the value of
cash held in the Stock Unit by denomination for two
distinct purposes:
a)as part of the Cash Flow Reporting process;
b)as part of the Stock Unit Balancing process.
1.118.2. The dialogue to record the information screen may be
common for both activities to avoid unnecessary
duplication when Balancing.
1.118.3. The Cash Flow/Balancing reporting process aspect of
EPOSS may be used at any time but is normally used daily
as part of the end of day activity.
118.4. The EPOSS shall allow entry by cash value for each
denomination and total value declared (EPOSS validating
each field entry as numeric). The total entered is used
in the Stock Unit Balance Report and the difference
between this total and the EPOSS maintained figure for
the cash Method of Payment Stock value generates a loss
or gain.
an
.118.5. The EPOSS maintained Stock value for the cash Method
of Payment is not altered during the process. The User
is advised of any discrepancy to warn of potential
errors and (in Balancing) the implied balancing loss or
gain.
1
.118.6. A zero cash holding is declared by using the function
in the normal way and confirming zero entries.
1.118.7. EPOSS shall allow the last known declaration to be
carried forward for Cash Flow reporting purposes where
no activity has occurred to change the last known cash
position. This is required to cater for rest days
including Outlets that shut on Saturdays etc.
1.118.8. In Outlets that Team Work EPOSS shall allow cash
declaration across all the Tills that contribute to the
Stock Unit position.
1.119. Requirement 815 - POCL Applications - EPOSS: Process
Dormant Stock Units
1.119.1. EPOSS shall allow a facility to bring unused Stock
Units {and their Stock Unit information) forward into
the next POCL Outlet Accounting Period.
1,119.2. An unused Stock Unit is one for which no activity has
taken place since its most recent final Balance.
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1.119.3. This facility may be used at any time to ensure that
all Stock Units registered in an Outlet are recorded as
fully up to date, prior to producing the Cash Account
for that POCL Outlet Accounting Period.
1.119.4. The co-ordination of this activity is under the
control of the Outlet Manager.
1.120. Requirement 816 - POCL Applications - EPOSS: Audit
1.120.1. A complete set of Outlet Records, for a rolling
period of 18 months, shall be maintained as available
for retrieval and review (but not amendment).
1.120.2. On retrieval all Records shall be packaged in weekly
batches as a complete POCL Outlet Accounting Period
cycle,
1.120.3. Outlets require record retrieval on demand for the
previous two (2) complete POCL Outlet Accounting
Periods. Older records shall be made available at 24
hours notice.
1.120.4. EPOSS shall support the recording of all Events and
data entries including fallback and Recovery actions,
1.120.5. EPOSS requires entry of User identity and password to
access the Service.
1.120.6. Each facility within EPOSS shall have an associated
User authority level (clerk, supervisor, manager). EPOSS
shall also provide reasonable safeguards against
accidental or deliberate access by other than the normal
means to Software or data.
1.120.7. Within an Outlet there shall be a facility to ~
maintain and allocate a User access and privilege level
log.
1.121, Requirement 817 - POCL Applications - EPOSS:
Discounting
1.121.1. EPOSS shall aliow discounting for all discountable
POCL Products. A list of discountable POCL Products
shall be maintained in Reference Data supplied by POCL.
1.121.2. EPOSS shall allow discount by an entered percentage
for the last Transaction or for all discountable POCL
Product Transactions in the Customer Session.
1.121.3. EPOSS shall allow discount by an entered value for
the last Transaction or for ali discountable POCL
Product Transactions in the Customer Session.
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1.122. Requirement 818 ~ POCL Applications - POSS:
Reference Data
1.122,/1. EPOSS shall provide a facility to update Reference
Data files with Reference Data supplied from the POCL
Reference Data System. It shall be possible for a date
and time stamp to be applied to Reference Data
identifying when the change is to be activated, to
facilitate timely price changing.
1,122.2. EPOSS shall allow the Reference Data content to be
presented as a locally produced Report, with changes
made in Reference Data by the most recent update clearly
identified. When an update to Reference Data is made,
each affected local Outlet shall be warned by EPOSS at
the start of the next POCL Core Day that a change has
been made.
1.122.3. EPOSS shall maintain other locally controlled
Reference Data. These shall include parameters for POCL
Products, POCL Product groups and subgroups, external
Transfer sources and destinations.
1.122.4. EPOSS shall allow each Outlet to produce various
formatted outputs including but not limited to the Cash
Account and the Cash Flow Report. Other reporting shall
be agreed between the parties during the Operational
Trial.
1.122.5. Changes to the product range and the internal
reporting structure within current principles shall be
possible by Reference Data rather than by Software
update,
1,122.6. EPOSS shall be a robust Service, including features
to:
a)check internal consistency, reporting errors, warning
of non critical errors and preventing critical errors;
b)refuse deletions if there is dependent business data
which would lead to inconsistency of data within the
POCL Service Infrastructure;
c)make Reference Data available at the counter terminals;
d)check Reference Data consistency and report exceptions.
1.123. Requirement 819 - POCL Applications - EPOSS: The
Outlet Trial/Final Cash Account
1,123.1. EPOSS shall sustain a dynamic set of Cash Account
tables that allows Outlets to introduce additional
reporting lines as new products are introduced within
POCL. More than one Cash Account format shall be
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1.123
1.123.
1.123.
1.123.
1.124.
1.124.
1.124
1.124
supported and currently there are two in use (which
shall both be supported) - standard Outlet format and
CRU format. Validation rules could be applied to
individual line entries.
.2. A Keport shall be available in each Outlet that maps
Reference Data of POCL Products to the appropriate
line(s) of the Cash Account table(s).
3. EPOSS shall provide a facility to input Cash Account
details including week end date and week number. Under
certain authorised circumstances an authorised Outlet
may produce one Cash Account to span a 2 or 3 week
period and this must be managed by EPOSS. Within this
variation there is a requirement to correctly associate
the week number with a specific Transaction according to
a Client's requirements. This is one of either:
a)the week in which the Transaction took place or;
b)the final week in which the Cash Account is produced.
.4, EPOSS shall support the production of the Cash
Account in printed and electronic formats. The printed
Cash Accounts shall include a 2D bar code.
5. EPOSS shall allow Users to produce trial Outlet Cash
Accounts.
6. EPOSS shall provide a facility to move forward into
the next POCL Outlet Accounting Period once a final Cash
Account has been produced.
Requirement 820 - POCL Applications - EPOSS: Fallback
and Recovery
1. EPOSS shall provide a means of controlling User
access to its data, processes, and functions (see also
requirement 816).
-2. EPOSS shall include fallback procedures for
situations where the User cannot use the POCL Service
Infrastructure for any reason. These facilities shall
maintain the integrity, security and levels of Customer
Service consistent with the need to maintain trading.
.3. EPOSS shall ensure that, following an Incident, or if
operationally desirable for any other reason:
a)the User can return to a complete and recent position;
b)no corruption of secured data has occurred; and
c)a full Recovery can be effected swiftly and in an
auditable manner.
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1.124.4. EPOSS shall back up Stock Unit and Outlet data in
order to support the ability to return to a recent known
position for fallback and Recovery. Depending on the
specific solution, there may be times within the Cash
Account cycle (pre/post Cash Account roll over) when
local control of back up is required.
1.124.5. EPOSS shall allow Recovery of data to a known recent
position. This includes both the Outlet and individual
Stock Unit data where necessary to maintain integrity of
the EPOSS. Recovery should not itself constitute a risk
e.g. a one shot only option. Thus in the event of a
power down / power interruption during a Recovery
activity further Recovery attempts’ can be made later.
1.124.6. EPOSS shall ensure that the committal process for a
Transaction is robust and consistent across all
Transaction types so that an interruption does not
result in an unrecoverable error.
1.124.7. EPOSS shall ensure that in the event of a failure of
any part of the POCL Service Infrastructure, Recovery
can be performed to a known position and with the
minimum of disruption to the User. Data re-entry shall
be minimal where previously committed Transactions have
to be re-entered.
1.124.8. EPOSS shall warn the User where there is the
possibility that data are corrupt.
1.125. Requirement 821 - POCL Applications - EPOSS: Business
Rules
1.125.1. EPOSS shall be flexible enough to provide the ability
to define the Transaction range available at specific
Outlets, including:
a)preventing specific Transactions from being available
locally (by Outlet);
b)declining to use specific non-mandatory Transactions
locally (by Outlet);
c)modifying specific POCL Products, where allowed in
Reference Data provided from time to time to the
Contractor by POCL, for specific Outlets.
1.125.2. EPOSS shall be flexible enough to introduce new
functionality as agreed with POCL.
1.125.3. EPOSS shall provide facilities to:
a)prepare EPOSS Transaction data and EPOSS processed data
for export to; and
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b) import data from other systems outside the POCL Service
Infrastructure.
1.126. Requirement 822 - POCL Applications - EPOSS:
Interface with Inventory Management
1,126.1. The POCL Service Infrastructure shall be designed
such that it can interface into any POCL inventory
management systems, and shall have sufficient capacity
not to preclude such interfacing.
1.127. Requirement 823 - POCL Applications - EPOSS: Data
Management
1.127.1. EPOSS shall make Transaction and process data
captured through EPOSS available to any POCL Service
delivered through the medium of the OPS and specified by
POCL as requiring access to data.
1.127.2. EPOSS shall ensure that, in the event of an Incident,
data integrity is maintained and that no corruption of
data is introduced arising from the interruption of any
uncompleted activity.
1.128. Requirement 824 - POCL Applications - EPOSS: Weighing
Scales
1.128.1. Where an Outlet has electronic scales connected to
the OPS, EPOSS shall provide the price for a particular
weight of package (provided by the scales), with the
contention being handled by the scales accepting or
denying a connection by a counter terminal.
1.128.2. The OPS shall request the scales only when needed and
can only proceed with the scales associated POCL Service
if the scales accepts its request. The OPS shall release
the scales as soon as it has finished with them.
1.129. Requirement 825 - POCL Applications - EPOSS: Serve
Customer (B)
1.129.1. EPOSS shall provide a function to record all sales.
1.129.2. EPOSS shall be event driven so that both data capture
and the recording of POCL Services such as APS are
dynamic.
1.129.3. All counter Transactions shall be associated with a
Customer Session. Multiple Transactions for the same
Customer shall be logically grouped into a _ single
Customer Session.
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1.129.4. Data shall be automatically recorded in EPOSS if
captured during another POCL Service e.g. APS or OBCS.
1.129.5. Within a Customer Session EPOSS shall maintain:
a)a running record of all Transactions performed;
b)the current balance;
c)the accounting sense (pay out/take in);
d)settlement details.
1.129.6. EPOSS shall accept single or multiple Methods of
Payment as settlement.
1.129.7. EPOSS shall provide the flexibility to allow the
implementation of new Methods of Payment including
EFTPOSS and debit cards.
1.129.8. EPOSS shall allow a Customer Session to be suspended
and then recalled for completion later. In between the
User shall be able to continue to enter and complete
further sessions as required.
1,129.9. EPOSS shall provide a Void Transaction facility.
EPOSS shall enable the use of this facility for certain
Transactions to be prohibited according to defined
Client and POCL accounting and business rules.
1,129.10. EPOSS shall allow the Refund or Reversal of a
Transaction with access maintained at User level. Note
that certain Transactions shall not be refundable or
reversible to comply with Client and POCL accounting and
business rules.
1.129.11. Some POCL Products are linked and shall remain so
within a Transaction, including for Refund/Reversal or
voiding purposes, for example a postal order of £1.00
has, currently, an Associated Fee of 25 pence. As part
of this linkage, certain Stock Items with no current
price shall be re-classified as Value Stock Stock Items
e.g. tax discs.
1.129.12. EPOSS shall have the facility to accept data, via the
POCL Service Infrastructure, from a variety of media
such as, Tokens, keyboard, electronic scales, bar codes
and to add functionality to accept data from other
approved peripheral devices.
1,129.13. EPOSS shall allow the input of weight values where
scales are not linked.
1.129.14. EPOSS shall be flexible enough to support the
introduction of new POCL Services for Clients in an
integrated manner and thereby ensure that any new POCL
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1.130.
1.130.
1.130.
1,131.
dL Sd 0
Product is event driven and that EPOSS is automatically
updated.
Requirement 826 - POCL Service Infrastructure - OPS:
Future Flexibility for Sharing of Special:st Peripherals
1. OPS, and the elements of the POCL Service
Infrastructure on which OPS is provided, shall be able
to be connected, and shall support such connection, to
specialist peripherals in such a way that the specialist
peripherals may be accessed by one, two or more
terminals.
2. %In such a case it shall be possible to restrict
access to a subset of the terminals in each Outlet.
Requirement 827 - POCL Service Infrastructure - OPS:
Ability to Maintain Authorisation Data
1. YIt is likely that, in due course, re-engineered POCL
Products shall require specific authorisation, either
through access to a computer system external to the POCL
Services or within the POCL Services.
.2. The POCL Services and the POCL Service Infrastructure
shall be able to be developed to support the maintenance
and use of:
a)stop lists;
b)go lists;
c)other authorisation types;
in relation to such POCL Products.
2.131.3. The POCL Services and the POCL Service Infrastructure
shall support such authorisations through access to
external computer systems.
1.132. Requirement 828 - General ~ Security: Data Security
1.132.1. The confidentiality, integrity, validity and
completeness of data shall be maintained throughout all
storage, processes and transmissions, including during
periods of Service Failure and recovery from Service
Failure.
1.133. Requirement 829 ~ General - Security: Prosecution
support
1,133.1. The Contractor shall ensure that all = relevant
information produced by the POCL Service Infrastructure
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at the request of POCL shall be evidentially admissible
and capable of certification in accordance with the
Police and Criminal Evidence Act (PACE) 1984, the Police
and Criminal Evidence (Northern Ireland) Order 1989 and
equivalent legislation covering Scotland.
1.233.2. At the direction of POCL, audit trail and other
information necessary to support live investigations and
prosecutions shall be retained for the duration of the
investigation and prosecution irrespective of the normal
retention period of that information.
1.134. Requirement 830 - General - Security: Contingency
Plans
1.134.1. The Contractor shall ensure that all POCL Services
are supported by contingency plans including fallback
Transactions that minimise or negate the impact of
failure in any of the POCL Services,
1,134.2. The Contractor shall ensure that the contingency
plans for each POCL Service are compatible with an
overall service continuity framework.
1.134.3. The contingency plans shall be based on impact and
risk assessments and agreed between the Contractor and
POCL by a date consistent with the Project Plan.
1.134.4. Ownership of all contingency actions shall be
identified in the contingency plans.
1.134.5. The contingency plans shall include activation
procedures and time periods within which the contingency
measures shall be activated.
1.134.6. The contingency plans shall include a_ testing
strategy with two distinct parts:
a)Initial testing before commencement of Roll Out of POCL
Services;
b)Regular testing.
1.134.7. The contingency plans shall include without
limitation the following:
a)prevention measures;
b) preparedness measures;
c)contingency measures;
d)Recovery of normal service;
e)contact lists.
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1.134.8. The contingency plans shall be subject to joint
periodic review by the Contractor and POCL by a process
to be agreed by a date consistent with the Project Plan,
to ensure that they meet POCL’S aims.
1.134.9. When contingency operation is invoked as a result of
a fault of the POCL Services provided by the Contractor
then the provisions of Schedules E08, FO8, G10, HO8, KO8
shall continue to apply.
1.135. Requirement 831 - End to End Service - POCL
Interfaces
1.135.1. The Contractor shall support the interfaces between
(i) the services that run POCL systems and (ii) the POCL
Services and the POCL Service Infrastructure Service, as
such interfaces are defined in the POCL Interfaces
documentation maintained by POCL. These shall include:
a)interfaces from TMS and Outlets to Transaction
Information Processing (TIP);
b)interfaces between the POCL operated service that runs
the POCL Reference Data System and the POCL Services;
c)interfaces between Outlets, TMS and Clients;
d)TIP / TMS interface for authorisation data:
. provide the capability for reconciliation between
POCL and its Clients by ensuring TIP receives a copy
of all original authorisation data via TMS as
specified on an individual Client basis by POCL;
e)interface between POCL SAPADS and TMS.
1,135.2. The POCL Interfaces documentation shall cover: data
content in logical groupings, physical layouts, controls
(including security), timings, volumes, technical
interface specifications (initially options and
constraints), configuration management, and contingency -
arrangements. Versions of the POCL Interfaces
documentation containing the then existing interfaces
shall be made available to the Contractor within three
(3) months after 15th May, 1996.
1.135.3. The POCL Interfaces documentation shall not initially
cover further potential interfaces in respect of:
a) EPTPOS;
b) reconciliation and exception reporting;
c)operational management information;
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d)performance monitoring;
e)inspection of Transaction and Event logs for audit and
security purposes;
f) [not used];
g)transitional arrangements in relation to 'cash account
processing'.
1.135.4. The detailed format of all interfaces shall be agreed
by POCL.
1.136. Requirement 832 - POCL Applications - EPOSS: Business
Processes
1.136.1. The Contractor shall agree with POCL, before
commencement of Roll Out of EPOSS, the overall business
processes at the counter such that:
a)the capture of data at the Outlet is complete, accurate
and robust e.g. a unique Transaction reference;
b)any transfer of data is secure, complete, accurate and
robust;
c)whether operating normally or in stand-alone mode the
EPOSS shall be capable of validating Transactions by
format and value;
dj)in the event of fraud it shall be possible to prove
that the POCL Service was operating without defect (see
Requirement 829); for appropriate Transactions receipts
are automatically generated for Customers and a copy
retained in the Outlet to allow recovery or problem
resolution;
e)accountability for cash, Stock and any supporting
documentation is maintained by Outlet and User where
appropriate;
f)the Method of Payment is recorded at the point of sale;
g)the access control system allows segregation of
responsibilities. A log of Users and the functions to
which they have access shall be available to Outlet
managers;
h)a back up of all Transactions shall be taken each day;
i)User and device are uniquely identified within each
Outlet; :
j)data shall undergo a balancing procedure to enable a
final review and authorisation;
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k)Transaction data shall be made available to other
services as agreed in each AP Client Specification and
the “Pathway to TIP Application Interface
Specification”, and other POCL Services;
1l)Transaction data not delivered in accordance with the
above shall be clearly identifiable;
m)all Transactions can be reconciled to an appropriate
supporting voucher and where necessary these vouchers
are to be available for central validation of amounts
collected;
n)an up to date record of cash and Value Stock on hand
shall be maintained and current balances can be
reported;
o)all transfers of Stock and cash to and from other
Outlets and between Users within an Outlet shall be
clearly recorded;
p)all specified summaries shall be produced automatically
when required and all Transactions shall be included
since the last summary was completed;
q)items posted to Suspense Accounts can be identified for
future investigation;
r)information to show compliance with the relevant
legislation, including without limitation Health and
Safety at Work Act, Data Protection Act, Companies Act
is available;
s)an Outlet shall be able to continue operating and to
maintain an audit trail in the event of any failure of
the POCL Service Infrastructure.
1,137. Requirement 833 - POCL Applications - EPOSS: Training
Mode
1.137.1. EPOSS shall provide a training mode to allow
familiarisation with the package and shall operate in
such a way as to preclude any corruption of live data.
1.138. Requirement 834 - POCL Applications - EPOSS:
Transitional / Contingency Arrangements
1.138.1. The Contractor shall ensure that contingency
arrangements are available for all Outlets both during
and after Roll Out of EPOSS to such Outiets.
1.138.2. The Contractor shall give due consideration to the
implementation plan for Parent Outlets and Satellite
Outlets.
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1.138.3. To provide contingency cover during and after Roll
Out, EPOSS shall enable each automated Outlet to produce
plain paper summaries to a format which shall be agreed
by a date consistent with the Project Plan.
1.138.4. The element of the POCL Service Infrastructure at
every Outlet shall be capable of printing a 2
dimensional bar-code on any plain paper summary.
1.139. Requirement 835 - POCL Applications - EPOSS: EPOSS
Related
1.139.1. Benefits encashment and other Automated Transactions
shall be integrated with the Transaction recording
elements of EPOSS such that:
a)there is no necessity to separately notify the EPOSS of
the Transaction;
b)there is a single Transaction Record created and stored
locally to provide the basis for Outlet summarisation
and Balancing and Transaction level data transfer;
c)Transaction Records created and stored locally shall be
entirely consistent with any data transferred at the
time of the Transaction to other systems outside the
POCL Service Infrastructure;
d)Transaction times are kept to a minimum.
1,139.2. EPOSS shall be capable of providing summaries of any
type of Transaction for comparison with physical Records
contained within the Outlet. For example EPOSS shall be
able to:
a)summarise the quantity of tax discs on hand;
b) summarise the quantity of milk Tokens on hand;
c)list and total cheques accepted by value;
1.139.3. As Transactions become automated the relevant
summaries shall be enhanced to include details of items
issued/on hand, by individual serial number.
1.140. Requirement 836 - POCL Applications - EPOSS: Service
Development
1.140.1. PostShops are currently equipped with an EPOS
terminal - CRISP (Counters Retail Information Systems in
PostShops) - which is a stand alone system. It is
desirable, subject to offered solutions, that these be
integrated into or replaced by the EPOSS.
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1.140.2. Where an Agent may in future use the OPS for his own
business, all POCL Services using the OPS shall identify
such Transactions separately from those relating to POCL
Services under the Codified Agreement, in particular for
financial accounting.
1.140.3. For each Transaction processed at a Counter Position
through the POCL Service Infrastructure the following
information shall be captured:
a)value of each Transaction;
b) volumes of Transactions;
c)a unique code for each POCL Product across all Clients
(e.g. breakdown by denomination of Royal Mail stamps
sold);
d)source (e.g. Outlet, User and Till identification);
e)Client reference and Client scheme or product reference
for each Transaction;
£) Customer identification and details {e.g. for
Transactions involving cheques, passports, motor tax
discs);
g)Method of Payment;
h)date and time of the Transaction.
1.140.4. The OPS shall be flexible to support further
Services. The Contractor shall be willing to integrate
and operate these under the Change Control Procedure,
provided that there are no valid technical reasons that
preclude their inclusion. -
1.141. Requirement 837 - POCL Applications - EPOSS:
Reporting
1.141.1. EPOSS shall support the production of a variety of
Reports in pre-defined formats including:
a)Transaction level Reports by Stock Unit for Clients
using pre-printed cut sheets (Client stationery);
b) Transaction level Reports by Stock Unit for Clients
printed on plain paper;
c)Reports on the current level of Value Stock Stock Items
at Stock Item level;
d)Reports on Transaction volumes and values;
e)Cash Account Reports;
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f)reconciliation Reports for Non-value Stock Stock Items
e.g. milk Tokens, tax discs;
g)Reports on Transfers of cash and Value Stock;
h}ad hoc Reports for management information purposes.
1.141.2. EPOSS shall be able to deliver Reports at the User’s
discretion, subject to POCL and Client rules on
frequency of despatch and POCL Outlet Accounting
Periods. Client Reports shall be produced on a daily or
weekly basis. Where operationally appropriate, several
weekly Reports shall be produced during a POCL Outlet
Accounting Period.
1.142. Requirement 838 - POCL Applications ~- EPOSS: General
1.142.1. EPOSS shall have the facility to allow input of
Transaction related data after the event for items
required for management information purposes (e.g. for
Clients, Agents pay) which may not impact on the Outlet
Balance e.g. non-Value Stock Stock Items, value recorded
for information only.
1.142.2. EPOSS shall also support the input of data for local
schemes where the value is not recorded for accounting
purposes but the volume is.
1.143. Requirement 839 - POCL Applications - EPOSS: Retail
Functionality
-
.143.1. EPOSS shall provide the point of sale retail
functionality in use in PostShops. This includes, but is
not restricted to:
a)Till functionality;
b) discounting;
c¢)coupon management;
d)multibuys;
e) promotions;
f)marketing;
g) reporting.
1.144. Requirement 869 - POCL Service Infrastructure -
Service Levels: Transaction Monitoring System (TMS)
1.144.1. POCL is not concerned with the performance of
individual elements of the POCL Services per se. The
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primary concern is with the overall performance of the
POCL Services as they impact upon POCL’S own systems,
Clients, staff, Agents and Customers. Therefore, targets
for the level of internal performance between POCL
Services shall not be set by POCL. However internal POCL
Service performance shall be judged by POCL as it
affects overall performance of the POCL Services.
1.144.2. By the end of the Operational Trial Period, the
Contractor shall specify the boundary performance
characteristics of TMS (which shall for these purposes
include APS, EPOSS, OPS, SMS, and OBCS).
1.144.3. For the avoidance of doubt, POCL shall be entitled to
test the ability of the Contractor to provide such
boundary performance information as part of Acceptance
Testing. The Contractor shall enable POCL to perform
such testing by a date agreed between the parties, but
in no event later than 9 (nine) months after
commencement of national Rollout.
1.144.4. For the TMS the Contractor shall specify the
performance requirements and tolerances by a date
consistent with the Project Plan for:
a)hours of operation of TMS;
b) response time required between TMS and OPS;
c)the number of outages of TMS, identifying types of
cutages monitored;
d)the availability of TMS.
1.144.5. The Contractor shall report against all performance
requirements identified in the paragraph above. =
1.144.6. The Contractor shall maintain detailed technical
documentation of the interfaces from TMS to OPS and all
attachable elements of the POCL Service Infrastructure.
Any proposed changes to any interface to TMS shall be
subject to approval by POCL in accordance with Change
Control Procedure, with updates to the technical
documentation being provided within 10 POCL Core Days
after the change has been implemented.
1.145. Requirement 870 - POCL Applications - EPOSS:
Transaction Times
1.145.1. EPOSS shall not slow down the activity of serving
Customers and as such EPOSS shall be designed to
minimise the number of key depressions (or other
interaction with peripheral devices) involved in each
Transaction. In all cases the response of EPOSS to any
peripheral input shall be instantaneous.
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1,145.2. Summarisation and balancing activities, including
processing and printing, shall be optimised and avoid
re-processing when data are changed during accounting.
1.145.3. The Contractor shall conduct performance benchmark
tests against each of the different transaction types
and identify their performance characteristics. The
performance benchmark process is defined in document
CS/PRP/O001, Counter Transaction Performance Measurement
and Benchmarking.
1.145.4. Actual transaction performance will be reported each
month in the document CS/PER/013, Service Review
Performance Statistics, and shall be subject to joint
review by the Contractor and POCL during the monthly and
quarterly Service Management Review meetings.
1.145.5. For each Outlet where the overall Transaction times
are more than 10% greater than the average, the
Contractor shall discuss with POCL the root cause of the
performance difference at the monthly and quarterly
Service Management Review meetings. The meeting shall
jointly determine what, if any, action shall be taken
and in what time-scales, in order to bring the Outlet’s
performance back into acceptable bounds.
1.146. Requirement 871 - POCL Applications - EPOSS: General
Service Levels
1.146.1. EPOSS shall be implemented such that the version of
any Reference Data being referenced from Outlets has
been updated with the latest version of Reference Data.
The version of the Reference Data is fully updated once
all updates have been applied.
The Service Levels for these are defined in Schedule FO8.
1.146.2. Transaction data shall be forwarded to POCL central
systems (e.g. TIP) soon after the completion of the POCL
Core Day on which the Transaction occurred as part of a
batch transmission. Transaction data not available for
the next batch transmission shall be included in a
subsequent transmission.
Data which are included in the first batch transmission
to take place after the time of the Transaction are
deemed to be in the first batch transmission and so on.
The Service Levels for these are defined in schedule F08.
1.146.3. Batch transmission times shall be agreed for each
POCL central system in Schedule FO8.
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1.147. Requirement 880 - POCL Applications: Specification of
Transaction Data from Outlet to TIP
1.147.1. Transaction data from the Outlet to TIP (via TMS)
shall be as specified by POCL. (See Requirement 831.)
1.148. Requirement 890 - POCL Applications - BPS: ,
Reconciliation
1.148.1. The APS shall ensure and demonstrate that all
committed Transactions have successfully passed from the
Outlets to POCL and/or Clients.
1.148.2. The APS shall ensure there is at least one point in
the day when all Transactions to be sent to a Client are
in step with those to be sent to POCL.
1.149. Requirement 891 - End to End Service - Reconciliation
Requirements
1. GENERAL REQUIREMENTS
1.149.1. The Contractor shall ensure that all captured data
are complete and accurately reflected in the appropriate
outward interfaces:
a)this applies to Transaction data of all types and modes
{including normal working, fall-back and Recovery, and
to normal usage, amendment, reversal, and so forth) and
to Stock and cash levels; and
b)this applies to Reference Data changes, both local and
as received from POCL as follows:
. from ESNCS for OBCS stop lists; i.
. otherwise from the POCL Reference Data System except
for any specific transient arrangements;
c)this applies equally at all levels and across POCL
Service components.
1.149.2. The Contractor shall synchronise data flows and
storage, and shall:
a)monitor data transfers and account for data brought
forward, received, passed on and carried forward;
b)monitor data transfers and account for data, across
POCL Service interfaces and POCL Service components;
c)where a single datastream is “switched" to more than
one recipient:
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. reconcile any timing differences between transfers;
. account for any differences in processing or
accounting cycles of the recipients of related flows;
and
. provide information to each recipient to enable them
to reconcile with the other recipients of related
data.
1.149.3. The Contractor shall ensure that data are consistent
between the levels where Transaction or Stock and cash
level data are held, maintained or transferred at more
than one level.
1.149.4. The Contractor shall perform daily operational cut~-
over reconciliations for any on-line interfaces with
external systems.
1.149.5, The Contractor shall report reconciliation results to
POCL, including any discrepancies and any doubtful
items, and report progress on resolution of outstanding
items in relation to:
a)interfaces between POCL Service components and POCL‘S
systems:
b)external interfaces between POCL and Clients (to enable
them to maintain their commercial relationships);
c)interfaces between POCL Service components.
The Contractor shall apply appropriate integrity
controls at all interfaces and provide information
demonstrating integrity. For interfaces that are already
in place integrity controls shall be as specified in the
document titled POCL Interface Requirements For BA/POCL
System, version 1.6, dated 16 April 1996. For new
interfaces such integrity controls shall be agreed
through the Change Control Procedure.
1.149.7. The Contractor shall control the implementation of
configuration changes, including changes to Reference
Data, including:
a)checking and reporting the implementation of changes
against instruction;
b)maintaining the integrity of other reconciliation
processes across configuration changes;
1.149.8. The Contractor shall meet all reconciliation
requirements in contingency situations as well as normal
working.
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1.149.9. Service Levels for all reconciliation requirements
.149.
1149,
.149.
are as follows:
a)full reconciliation with 100% of items demonstrably
accounted for;
b)provision of the ability to reconcile by agreed
processes at detailed level, including without
limitation at Transaction level for Transaction data;
c)any differences, doubtful items or errors to be
resolved by the Contractor;
d)reconciliation reports and identification of doubtful
items and errors to be delivered to POCL by 9 a.m. of
the following day;
e}the Contractor shall make all reasonable endeavours to
resolve any doubtful items and errors promptly.
2. POST OFFICE OUTLET RECONCILIATION REQUIREMENTS
-10. Stock and cash levels shall be reconciled with
Transaction data:
a)by Customer Session, at Outlet level; and
b)where Outlets are so organised, by Stock Unit
11. Outlet accounting information shall reconcile, taking
account of Stock and cash brought forward, carried
forward, Transaction data and local suspense items (as
defined in the EPOSS requirements). This shall also be
sustained in fall-back and during Recovery after any
Service Failure.
12. The requirements in this section (2) shall be
satisfied instantly.
3. TMS RECONCILIATION REQUIREMENTS
.13. The Contractor shall provide operational control
reports on operations, including polling and any loss of
communications with Outlets or with other POCL Service
components.
14. The Contractor shall apply controls on file and data
transfers at all technical levels and, using relevant
counts and financial totals, at business levels.
-15. The Contractor shall ensure that information provided
to POCL via TIP makes explicit what Transaction data
have been sent to Clients.
4. COMMERCIAL RECONCILIATION REQUIREMENTS
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1.149.16. The Contractor shall provide information to enable
reconciliation of POCL Services with Charges.
1.149.17. The Contractor shall act, and be seen to be acting,
on behalf of POCL in reconciliations with other parties,
and provide the necessary information for POCL to exert
appropriate management control over operations performed
on their behalf. The Contractor shall ensure in so doing
that the commercial relationships between POCL and third
parties are not compromised.
1.150. Requirement 894 - General - Management Information
Requirement
1.150.1. The Contractor shall provide management information
to POCL to enable it to manage the Codified Agreement,
and POCL Services as well as to support POCL’s general
business requirements.
1. The Contractor shall provide information POCL
requires to manage the Codified Agreement and the
POCL Services as agreed by POCL and the Contractor by
a date consistent with the Project Plan.
2. POCL may request and if so, shall receive during the
term of the Codified Agreement, and after, any
information it believes it requires to manage its
business, the Codified Agreement, any POCL Service,
and also to facilitate re-letting and hand-over of
such Agreement and POCL Services.
3. The Contractor shall provide data to enable resource,
network, productivity and cash management. A process
for reviewing the type of Management Information data
to be provided shall be agreed by a date consistent
with the Project Plan.
4. The Contractor shall provide data to enable marketing
planning by POCL. A process for reviewing the type of
Management Information data to be provided shall be
agreed by a date consistent with the Project Plan.
1.150.2. These data shall include without limitation:
a)Outlet, User and Stock Unit registration / deletion and
mutual association;
b)log-on / off;
c)completion of summaries and returns / reports, roll-
over to new Balances and / or POCL Outlet Accounting
Periods;
d)polling events;
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e)receipt / implementation of new issues of Software,
Reference Data, local Reference Data updates;
£)POCL Service Infrastructure failure / repair /
replacement, down-time, Recovery time, file corruption
etc.;
g)information to enable POCL to monitor / manage Service
Levels;
h)exception reports.
1,150.3. The Contractor shall provide MIS captured by Outlet,
Outlet type, region and any other organisational
structure specified from time to time by POCL.
1.151. Requirement 895 - General - Security: Irregular
Encashment Patterns
1,151.1. The POCL Service Architecture shall be capable of
monitoring irregular encashments and reporting on them.
Information shall be shared with POCL Audit / Security /
Operations when it relates to a post office in relation
to the following.
* Daily reports of Transactions at a non-live Outlet i.e.
one reported to the Contractor as temporarily out of
commission.
40452). Requirement 896 - POCL Implementation- Documentation:
Access to Documentation by Electronic Means
1,152.1. The POCL Service Infrastructure shall be able to
support electronic communications for access to User
documentation. The feature shall not be essential for =
initial implementation, and its later implementation
shall be subject to the mutual agreement of POCL and the
Contractor.
1.153). Requirement 898 - Order Book Control Service (OBCS) ~~
General Requirements
1,153.1. {not used].
1.153.2. It shall be possible for POCL to obtain OBCS in
nominated Outlets, at POCL’s discretion, to be available
when the POCL Service Infrastructure rolls out.
1.153.3. OBCS shall be implemented using TMS and OPS.
1.153.4. The implementation of OBCS shall comply with the
Horizon OPS Style Guide.
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1.153
1.153.
1.154.
1.154.
1.154
1.154.
1.154
1.154.
1.154
1.154
1.154
.5. Help Desk support shall be available to all Users of
OBCS.
6. OBCS shall be available at every Counter Position in
any automated Outlet at which OBCS is required during
the normal opening hours of that Outlet.
Requirement 899 ~ OBCS - Stop List Maintenance
1. [not used].
.2. The Contractor shall maintain a stop list recording
details of order books which have been stopped, and
against which no further payments are to be made, and
order books which have been recalled. In the case of
recalled order books, orders may be paid for a number of
days following receipt of the recall. OBCS. shall
calculate the recall date in accordance with the OBCS
Business Processing Rules.
3. The Contractor shall initiate a communications link
between the DSS computer and the TMS 7 nights each week
and shall transfer a Data File containing stop list
updates. The stop list updates shall include entries
that are to be added and reference to those that are to
be deleted. Notices not deleted by DSS shall be removed
after an appropriate period.
4. Stop list update files shall be applied in the order
defined in the stop list interface document.
5. The maximum size of the stop list shall be 1.5
million entries.
-6. The maximum size of a stop list update shall normally
be 100,000 entries. In the event that an update of
greater size is needed special arrangements shall be
made,
-7. The minimum size of a stop list update shall be 0
(zero) entries; in this case a file with an appropriate
header and footer shall be sent.
-8. Details of the stop list update interface with DSS
computer system shall be made available by POCL by a
date consistent with the Project Plan.
1.155. Requirement 900 - OBCS - Order Book Processing: Bar-
Coded Order Books
1.255% Ls [not used].
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1.155.2. OBCS shall provide a facility for dealing with bar-
coded order books presented for encashment of benefits
at automated Outlets requiring OBCS.
1.155.3. The bar-code shall be scanned, validated and checked
against the stop list:
a)when the order book is received at the Outlet;
b)when the order book is handed over to an Authorised
Person;
c¢)when the order book is presented for payment.
1.155.4. Whenever the bar-code on an order book is scanned
OBCS shall provide both a visual and an audible
indication of the result of the scan. There shall be a
clear difference between the audible indication given
for ‘success or normal’ and ‘failure or exception’.
There shall be a clear distinction between the
instructions to ‘impound’ and ‘cash and impound’.
1.155.5. When an order book is received at the Outlet from the
Issuing Authority, OBCS shall prompt the Counter Clerk
to scan the bar-code, and OBCS shall check it against
the stop list. The electronic record of the Transaction
shall be transmitted to the DSS computer system within a
Data File.
a)If the order book is on the stop list then OBCS shall
instruct the Counter Clerk to impound, hole punch the
order book and return it to DSS.
b)OBCS shall be capable of recording the re-direction of
the order book to another Outlet or its return to DSS.
c)If there are three consecutive failures to read the
bar-code OBCS shall prompt the Counter Clerk to enter
the bar~-code information via the keyboard. Subsequently
OBCS shall instruct the Counter Clerk to hole punch the
order book and return it to DSS. OBCS shall record the
order book as unreadable.
d)The maximum number of order books received in an Outlet
on a POCL Core Day is expected to be approximately 600.
1.155.6. When an order book is being issued to the Authorised
Person, OBCS shall prompt the Counter Clerk to scan the
bar-code and OBCS shall check it against the stop list.
The electronic record of the Transaction shall be
transmitted to the DSS computer system within a Data
File. The rules for making payments and order book
retention are as for encashments below.
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1.155.
1.155.
a)The maximum number of order books issued at any one
Outlet in a POCL Core Day is expected to be
approximately 100, but it should be borne in mind that
there will be an uneven distribution across days, with
peaks expected on Mondays, Tuesdays and Thursdays.
7. When an encashment is made against the order book
OBCS shall prompt the Counter Clerk to scan the bar-code
and OBCS shall check it against the stop list. Details
of the Transaction shall be transmitted to the DSS
computer system within a Data File.
a)When OBCS identifies a bar-code as not conforming with
the specification agreed with POCL, OBCS shall instruct
the Counter Clerk to impound the order book without
payment. The Transaction shall be recorded by OBCS.
This transaction shall be recorded in the summary of
non~bar-coded order books
b)If the order book is not on the stop list then OBCS
shall instruct the Counter Clerk to pay normally and
prompt for the number of vouchers encashed. A default
number of one shall be presented with the Counter Clerk
having the ability to override this.
c)If the order book has been recalled then OBCS shall
instruct the Counter Clerk to pay up to a specified
date and prompt for the number of vouchers encashed. A
default number of one should be presented with the
Counter Clerk having the ability to override this with
a valid number, including zero, OBCS shall instruct the
Counter Clerk to retain the order book, hole punch it,
and return it to DSS.
d)I£ the order book has been stopped OBCS shall instruct
the Counter Clerk to make no payment and impound the
order book, hole punch it and return it to DSS. The
Counter Clerk shall not be allowed to void or otherwise
cancel such a Transaction.
e)If there are three consecutive failures to read the
bar-code, OBCS shall prompt the Counter Clerk to enter
the bar-code information via the keyboard. If the order
book is on the stop list for impounding then this takes
precedence, otherwise OBCS shail instruct the Counter
Clerk to pay one voucher and then hole punch the order
book and return it to DSS. OBCS shall record the order
book as unreadable. The Counter Clerk shall not be
allowed to void or otherwise cancel such a Transaction.
8. Details of the interface with the DSS computer system
for receiving Transaction records noted above shall be
made available by the DSS by a date consistent with the
Project Plan.
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1.156. Requirement 901 - OBCS - Order Book Processing: Non-
Bar-Coded Books
1.156.1. [not used}.
1.156.2. When an order book with no bar-code is presented for
encashment OBCS shall prompt the Counter Clerk to enter
the number of vouchers to be encashed. A default number
of one shall be presented with the Counter Clerk having
the ability to override this.
1.156.3. For each Outlet for each POCL Core Day a single
electronic record giving the total number of vouchers
encashed shall be transmitted to the DSS computer system
within a Data File.
1.156.4. Details of the interface with the DSS computer system
for receiving voucher totals records noted above shall
be made available by POCL.
1.157. Requirement 902 - OBCS - Transaction Times
1.157 .1: [not used].
1.157.2. The following Transaction times shall be achieved
using OBCS with a fully populated stop list:
a)logging the receipt of an order book, measured as the
time from any point in the cycle for one order book to
the same point in the cycle for the next order book ,
shall not take more than one (1) second longer than
without OBCS;
b)in issuing an order book to an Authorised Person, the
checking against the stop list using OBCS shall not add
more than five (5) seconds to the time that would have
been taken with no manual stop list;
in making an encashment OBCS Transactions shall not
exceed transaction times as per Schedule H08.
1.158. Requirement 903 - OBCS - General Service Levels
1.158.1. The stop list functionality shall be implemented so
that the version of the stop list being referenced from
Outlets has been updated with the stop list updates from
the DSS computer. The version of the stop list is fully
updated once all updates received have been applied. If
one day’s worth of updates have not been applied then
the version is deemed one day behind and so on.
On any POCL Core Day:
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1.158.
1.159.
2-159).
1.160.
1.160.
1.161.
1.161.
a)97? % of Outlets shall be referencing a version which is
fully updated;
b)99% of Outlets shall be referencing a stop list which
is no more than one day behind;
c)100% of Outlets shall be referencing a stop list which
is no more than two days behind.
2. Transaction data shall be forwarded to the DSS
computer system soon after the completion of the POCL
Core Day on which the Transaction occurred as part of a
batch transmission, Transaction data not available for
the next batch transmission shall be include in a
subsequent transmission.
Data which are included in the first batch transmission
to take place after the time of the Transaction are
deemed to be in the first batch transmission and so
on,
Transaction data from the Outlets shall reach the DSS
computer system as follows:
a)the data from 97% of Outlets shall reach DSS within the
first batch transmission;
b)the data from 99% of Outlets shall reach DSS within the
second batch transmissions;
c)the data from 100% of Outlets shall reach DSS within
the third batch transmissions.
Requirement 905 - POCL Implementation - User Support
for Transaction Accuracy
1. The POCL Service Infrastructure shall be designed in
order to, and shall, give the User support in
maintaining Transaction accuracy and in order to assist
the transfer of accurate POCL Product information to
Customers.
Requirement 906 ~ POCL Implementation - Roll Out:
1. Outlets shall be provided with new terminals on the
day of installation of the POCL Service Infrastructure.
Installation covers physical placement, connection to
the POCL Service Infrastructure and testing.
Requirement 911 - End to End Service - Integrity
Across Changes
1. The POCL Services shall maintain accounting and
reporting integrity in the POCL Services and POCL
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Service Infrastructure, including any changes under the
Change Control Procedure. .
1,161.2. Such integrity shall cover implementation of changes,
reverting to previous states (should this prove
necessary, for example in fall-back and Recovery), co-
existing before and after states (e.g. if simultaneous
implementation does not occur) and reporting across
change boundaries (e.g. using appropriate Reference Data
versions for each part of a report).
1.162. Requirement 912 - POCL Service Infrastructure - SMS:
Portable Appliance Testing
1.162.1. The Contractor shall carry out any regular portable
appliance testing of elements of the POCL Service
Infrastructure installed as part of the POCL Services in
Outlets and on any other POCL Premises as required by
legislation.
1.163. Requirement 913 - Implementation - Service Level
Agreement: POCL User Documentation
1. INTRODUCTION
1.163,1. The Contractor shall provide to POCL PPDs containing
information necessary for the preparation by POCL of
comprehensive User documentation for all Users of the
POCL Service Infrastructure and others, as notified by
POCL.
2. AVAILABILITY
2.1. Users of the POCL Service Infrastructure
1.163.2. User documentation shall be available to all Users of
the POCL Service Infrastructure 100% of the time that
the POCL Service Infrastructure is in use.
2.2. Other Users
1,163.3. User documentation shall also be available to others,
(such as helpline operators, non serving staff in retail
Outlets, Retail Network Managers etc.) 100% of the time
that the POCL Service Infrastructure is in use.
2.3. Contingency/disaster Recovery arrangements
1.163.4. User documentation which contains information to
Users on contingency / disaster Recovery arrangements,
such as what to do during a Service Failure, shall be
available to all Users during all hours of business.
3. CONTENT OF USER DOCUMENTATION
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1.163.5. User documentation shall contain all information
which a User of the documentation requires to complete
all business Transactions at POCL Premises. This
includes topics such as:
a)performing counter Transactions;
b) accounting;
c¢)balancing, including Value Stock taking;
d) Stock ordering;
e)Stock acceptance, disposal, destruction, remitting
etc.;
f£)contingency arrangements e.g. for Service Failure;
g)giving information to Customers e.g. how to obtain a
duplicate Motor Vehicle Licence disc;
h)information for specific POCL Products e.g. posting
restrictions;
i)performing business Transactions at Remittance Units
e.g. Girobank deposits.
4. ACCURACY OF INFORMATION
1.163.6. All information in User documentation shall be
accurate.
5. DESIGN OF USER DOCUMENTATION
5.1. Visual identity
1.163.7. All User documentation shall conform to POCL’s
‘Design Applications Guidelines’, which is part of
POCL’s ‘Visual Identity’ policy.
5.2, Communications policy
1.163.8. All User documentation shall conform to POCL’s
communications policy, which is covered in the document
‘A Guide to Head Office Communications Team’.
5.3. Environmental policy
1.163.9. All User documentation shall conform to POCL’s
Environmental policy.
6, USER DOCUMENTATION FOR A NEW PRODUCT/SERVICE
6.1. Notification of requirement by POCL
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1.163.10. POCL shall advise the Contractor of the requirement
for User documentation for a new Product/Service a
number of days before the implementation of that new
Product/Service, such number of days to be agreed
between POCL anc the Contractor at the time of agreeing
to implement such new Products/Services.
6.2. Drafting of User documentation
1.163.11. The final copy of User documentation for a new
Product/Service shall be completed a number of days
before the implementation of that particular
Product/Service, such number of days to be agreed
between POCL and the Contractor at the time of agreeing
to implement such new Products/Services.
6.3. Final approval by POCL
1.163.12. All User documentation for a new Product/Service
will be subject to final approval by POCL which shall
if appropriate, be given a number of days before the
implementation of that particular Product/Service, such
number of days to be agreed between POCL and the
Contractor at the time of agreeing to implement such new
Products/Services.
6.4. Availability
1.163.13. User documentation which contains the details of a
new Product/Service shall be available to all Users of
the documentation immediately prior to implementation of
the new Product/Service.
7. UPDATING USER DOCUMENTATION
7.1. Planned changes
7.1.1 Notification of changes by POCL
1,163.14. POCL shall advise the Contractor of the requirement
to update User documentation a number of days before the
implementation of the change, such number of days to be
agreed between POCL and the Contractor at the time of
agreeing to implement such change.
7.1.2 Drafting of User documentation
1.163.15. The final copy of updated User documentation shall be
completed a number of days before the implementation of
that particular change, such number of days to be agreed
between POCL and the Contractor at the time of agreeing
to implement such change.
7.1.3 Final approval by POCL
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1.163.16. All updated User documentation shall be subject to
ia
final approval by POCL a number of days before the
implementation of that particular change, such number of
days to be agreed between POCL and the Contractor at the
time of agreeing to implement such change.
7.1.4 Availability
.17. Updated User documentation shall be available to all
Users of the documentation immediately prior to
implementation of that particular change.
7.2. Emergency updates
-18. Emergency updates to PPDs shall be made available to
POCL within (24) hours of the changes being notified to
the Contractor by POCL.
8. [NOT USED]
.19. [not used].
9. USER SATISFACTION
9.1. Frequency of monitoring
.20. The Contractor shall measure User satisfaction with
User documentation annually.
9.2. Target for User satisfaction
.21. User satisfaction with User documentation shall be no
less than 90%.
9.3. Topics to be covered
.22, Topics to be covered by the User satisfaction survey
will include areas such as:
a)overall use/effectiveness of User documentation;
b)comprehensiveness of index/indices;
c)accuracy of index/indices;
d) relevance of any cross references;
e)accuracy of any cross references;
f) layout, style and language etc.;
g) readability/size/usefulness of graphics;
h) quality and clarity of text.
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1.164. Requirement 914 ~- Implementation - Service Level
Agreement: Operational Systems Help Desk
1. INTRODUCTION
1.164.1. This requirement documents the key Help Desk Service
requirements for the POCL Services and POCL Service
Infrastructure.
2. HELP DESK SERVICE
2.1. General
1.164.2. The Contractor shall provide a Help Desk Service
which shall be the first point of contact for Help Desk
Customers. Help Desk Customers include Users and POCL
Clients having a direct interface with the POCL
Services.
1,164.3. The Help Desk shall:
a)act as a central point for information on the working
state of the POCL Services;
b)keep Help Desk Customers notified of any scheduled
interruptions;
c)assist in any negotiations between POCL and their
customers where interruptions to the POCL Services
provided are scheduled;
d)keep Help Desk Customers informed of when the POCL
Service will be restored.
1,164.4, The Contractor’s Help Desk Service shall provide
first, second and third level Services. The Help Desk
shall respond to calls within ten (10) seconds. Help
Desk contact shall be over the telephone.
1.164.5. The Contractor shall provide the facility to transfer
calls which are received and are outside its area of
responsibility. The Contractor shall also provide the
facility to receive transferred calls from POCL help
desks and helplines.
2.2. First Level Service
1.164.6. The first level Service shall provide an immediate
problem solving service for all simple and
straightforward problems, which can be resolved within
five (5) minutes, and all general enquiries.
1.164.7. The first level member of staff who takes the call
owns the problem from initial logging through to
resolution to the Help Desk Customer’s satisfaction.
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The Contractor shall cater for first level members being
off duty.
2.3. Second Level Service
1,164.8. The second level Service shall provide a diagnostics
and fixing service for all problems which cannot be
fixed within five (5) minutes by the first level
Service, but which can be resolved within thirty (30)
minutes.
1,164.9. Calls shall be referred electronically from the first
level Service to the second level Service. Second level
staff shall have access to a prioritised list of
outstanding problems, and all the details on the problem
entered by first level staff.
2.4. Third Level Service
a
a
PS
.10. If the Help Desk is unable to resolve a problem at
the first or second level the Contractor shall
categorise and prioritise the problem so that it can be
actioned and completed within a standard timescale.
2.5. Hours of Service
1,164.11. A full Help Desk Service is required during the POCL
Core Day. A skeleton Help Desk Service shall be
provided between 05:00 and 08:00 and between 20:00 and
24:00, Monday to Saturday, and between 07:00 and 22:00
on Sundays.
1.164.12. The Contractor shall ensure that calls made to the
Help Desk outside specified hours are accepted by
Contractor.
1.164.13. The Contractor, given two (2) POCL Core Days notice,
shall extend the level of Service to whatever is
required. In emergency circumstances, the Contractor
shall, given five (5) hours notice, provide a first and
second level Service outside normal end extended working
hours.
2.6. Problem Management
1.164.14. The Contractor shall provide a problem management
system to record the problem details such as (but not
exclusively):
a) unique problem serial reference, generated
automatically by the problem management system;
b)Help Desk Customer contact, address, location and
telephone number;
¢)date and time problem occurred;
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d)date and time problem was reported to Help Desk;
e)Help Desk contact;
f)description of the problem, including frequency of
occurrence;
g)serial references of similar faults and previous
eccurrences;
h)Hardware Equipment involved; serial number etc.;
i)Software product and release version;
j)assessed impact on Help Desk Customers business;
k)priority for solution;
1)problem category;
m)estimated elapsed time to solve problem;
n)any change of referral point;
o)date and time of referral.
1.164.15. The Contractor shall update the problem management
system with the following information, as appropriate:
a)date and time of update;
b)Help Desk contact updating record;
¢)textual description of the work done, or the fact that
the problem had to be referred elsewhere, and who has
taken it on;
d)date and time problem was cleared;
e)date and time the solution was accepted by the Help
Desk Customer;
f)actual elapsed time to solve problem.
1.164.16. The Contractor shall also keep a record of all
problems relating to the failure of uploading and
downloading data.
1,164.17. The Contractor’s first level Service staff shall
assign a priority to the problem. Possible priorities
could be:
Priority Description
1 live working disrupted. Outlet cannot
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continue normal working;
2 live working disrupted but work around
possible;
3 minor inconvenience. Help Desk provide
short term resolution.
1.164.18. Throughout the life of the problem the Contractor
staff shall monitor the progress of the problem and
inform the Help Desk Customer at regular intervals, to
be agreed with POCL by a date consistent with the
Project Plan. This shall also apply to second and third
level Services.
1.164.19. The Contractor shall manage the resolution of any
problem using documented procedures agreed with POCL by
a date consistent with the Project Plan. These
procedures shall be comprehensive in that they cover all
aspects of problem resolution from initial logging
through to closure. For example, in the event of a
major POCL Service Failure at a post office, procedures
shall exist to cover the possible closure of the post
office and the re-allocation of its responsibilities to
other post offices. Escalation procedures shall be
included.
1,164.20. A problem can only be cleared when a Help Desk
Customer has confirmed satisfaction with the resolution.
2.7. Systems and Services Supported
2.164.21. The Contractor shall maintain User, asset, problem
and change management databases.
2.8. Resilience ~
1,164.22, The Contractor is responsible for ensuring that a
contingency plan is in place to cater with any Help Desk
Incident, e.g. loss of staff, loss of telephone system,
loss of problem/configuration management system. The
contingency plan is to be agreed with POCL by a date
consistent with the Project Plan and shall state how
quickly the POCL Service will be restored in the event
of an Incident.
2.9, Training
1.164.23. The Contractor shall provide any necessary awareness
training to ensure Users work effectively with the Help
Desk. The Contractor shall develop and implement
training plans for its own staff.
2.10.Personnel
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1.164.24. The Contractor shall ensure that all staff, including
back-up staff, employed on the Help Desk Service have
suitable and appropriate skills and training. The
Contractor shall ensure that sufficient skilled
resources are available to cater for holidays, sickness
and natural wastage within the Contractor’s
organisation.
2.11.Service Targets
1,164.25. The Contractor shall answer at least 80% of all calls
to the Help Desk within twenty (20) seconds during first
level Service hours. 99.9% of calls shall be answered
within forty (40) seconds.
1.164.26. The percentage of ‘calls not answered’ shall be less
than 1%. This includes calls where the line is busy as
well as calls answered but put on the ‘waiting queue’.
1.164.27. The Contractor shall resolve at least 95% of calls
assigned to first level within five (5) minutes. The
Contractor will resolve 100% of calls assigned to first
level within ten (10) minutes.
1.164.28. The Contractor shall resolve at least 95% of calls
assigned to second level within thirty (30) minutes.
The Contractor shall resolve 100% of calls assigned to
second level within forty-five (45) minutes.
3. SERVICE MONITORING
1.164.29. The Contractor shall produce Service information, in
electronic form and/or paper, and shall deliver this
information to POCL within two (2) POCL Core Days of the
end of the period to which they relate. The following
is an example of the information required: -
a)number of calls outgoing/received/number of calls not
answered;
b)percentage of calls answered within target times;
c)number of problems/queries logged;
d)number and percentage of problems/queries solved within
target times;
e}number of problems / queries assigned to first level
that were not cleared within ten (10) minutes;
f)number of problems/queries with secondary complications
(e.g. repeat calls);
g)number of problems/queries escalated;
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h)percentage of time full Help Desk Service was
available;
i)supplier performance against Service Levels for
response;
j) Service availability at each post office.
1.164.30. POCL may wish to analyse the information by:
a)category of operational problem/query;
b) level and solving group at which the problem/query was
solved;
c)Help Desk Customer group and location;
d)mean time to closure.
1,164.31. The Contractor shall retain Help Desk records for a
minimum of eighteen (18) months.
1.164.32. Each quarter a survey shall be conducted by POCL to
determine User satisfaction with the Help Desk Service.
POCL and Contractor shall agree the approach to be taken
and the format/content of the questionnaire by a date
consistent with the Project Plan.
1.164.33. The Contractor shall, on request, provide on-line
access to the problem management system. POCL shall
inform the Contractor of who is authorised to access the
system. The Contractor shall provide ad hoc reports, as
requested by POCL, within three (3) POCL Core Days.
1.165. Requirement 915 - Implementation - Service Level
Agreement: Training Services
1. INTRODUCTION
1,165.1. This requirement documents the training requirements
and key measurables that shall be used to assess the
effectiveness of the training Service as a whole.
2. TRAINING SERVICES
2.1. General
1.165.2. The training provided shall enable POCL’s staff or
Agents to achieve acceptable standards in key
competencies in the use of the POCL Services,
1.165.3. The Training Services shall incorporate the
development design and delivery of agreed training
events and support materials.
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2.2. Specific Responsibilities
Contractor
a)Design of training events;
b)development of training materials (day to day and
maintenance);
c)delivery of training:
. to delegates (as appropriate);
. to trainers;
d)communication of training activity:
. to delegates;
. to POCL;
. to POCL Regions;
e)management of training processes:
. training plans;
. call up notices;
. site selection and preparation;
. provision of appropriate Equipment;
f£)management information (training):
. provide defined reports on training completed for
agreed periods;
g)Attend regular training review meetings;
h)Identify improvement to training Services.
POCL
a)Consider and once it has agreed sign off Contractor’s
training proposals and processes;
b)monitor and review performance;
c)attend regular training review meetings;
d)identify improvements to training Services as part of
the Contractor’s quality review.
3. KEY MEASURABLES
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1.165.
1.165.
1.165.
1.165.
1.165.
an
1.165.
1.165.
1.165.
-165.
3.1. Timeliness
4. Training courses shall be available within ten (10)
POCL Core Days notice being provided by POCL in addition
to the 4 week invitation notice period to Users.
5. Training shall not be delivered more than five (5)
POCL Core Days before live usage of the POCL Service
Infrastructure or the relevant POCL Service by
delegates.
3.2. Quality
6. Trainees’ satisfaction with the training venue shall
be measured by a training satisfaction questionnaire and
shall achieve not less than 85% satisfaction.
7, The training shall have received a positive rating of
not less than 95% as a result of a training measurement
questionnaire.
3.3. Cycle Time
8. Training shall take no longer than the timescale
specified by the Contractor in their Solution to
Requirements 531 and 534 to enable delegates to achieve
the required standard of competence. Where minimum
training compliance (MTC) is not affected remedial
training can be delivered up to 2 days prior to
individual site acceptance.
3.4. Contingency / Disaster Recovery
9. Notification of course cancellations shall be issued
at the earliest possible time . A minimum of forty eight
(48) hours notice must be provided for 98% of cases.
.10. The Contractor shall cancel no more than 2% of
courses.
11. When a designated training site becomes inoperative
the Contractor shall make an alternative available and
functioning within (approximately five days) to enable
continuation of the training plan.
3.5. Data Accuracy and Integrity
12. There shall be no degradation to any Transaction data
in the live POCL Service Architecture as a result of
accessing localised training packages.
13. Training course content shall have no factual errors
at the time of release.
3.6. Competence levels
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1.165.14. The training Services provided shall ensure that 95%
of trainees on completion of the training shall be able
to demonstrate achievement of the agreed level of
competence, which shall reflect a score of 90% for
knowledge related areas for. transactions and the
operating platform.
1.165.15. Competence levels shall be measured by the Contractor
for delegates to second level of the Kirkpatrick model
utilised by POCL.
4. COMMUNICATION
1.165.16. Delegate performance feedback shall be provided by
the Contractor for each person attending a training
course.
1.165.17. Regional offices shall be provided by the Contractor
with a status report on delegates whose attainment level
of the key competencies for their user group is below
the agreed standard within five (5) days of training
completion.
1.165.18. Trainees shall receive call up papers one (1) month
prior to proposed date of training.
1.165.19. Call up notices shall provide options as to days and
times of attendance for training.
5. MONITORING TRAINING SERVICES
1.165.20. The Contractor shall supply information to POCL in
the agreed format which identifies actual performance
against the key measurables stated.
6. TRAINING REVIEW MEETINGS ee
1.165.21. Review meetings shall be held on a regular basis.
Operational Trial fortnightly
First 6 months live running monthly
From 7 months to 18 months quarterly
After 18 Months ad hoc or emergency
review meetings may be
called by either party.
Note : Meetings timing shall be subject to agreement.
These are only indicators.
7. ESCALATION PROCEDURES
1.165.22. Failures in Service Levels shall be managed and
rectified between the nominated SLA managers of POCL and
the Contractor whenever possible.
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1.165.23. Issues which cannot be rectified shall follow the
agreed escalation path as detailed in Clause 807.
8. CHANGE MANAGEMENT
1.165.24, Permanent variations to the agreed Service Levels and
or the training Services provided shall be progressed
through the standard Change Control Procedure.
9, TRAINING SERVICE SLA MANAGEMENT
1.165.25. [Not used]
1.165.26. The SLA shall be managed within the overall framework
of Schedules A04 and GO? of the Codified Agreement.
1.166. Requirement 918 - General - Communications
1.166.1. POCL shall retain the right of veto on all
communications, marketing and education for all
Customers, POCL employees, Agents and their staff.
1.167. Requirement 921 - POCL Service Infrastructure -
Security: OPS Secure Time-out
1.1€7.1. The OPS and the elements of the POCL Service
Infrastructure on which OPS is provided shall provide a
secure time-out facility for each counter terminal and
back office terminal.
1.167.2. The facility shall allow the User to resume work with
the minimum delay consistent with achieving security in
accordance with the provisions hereof.
-167.3. It shall be clear that the facility is in use to ~
remove any confusion between a terminal with the
facility activated and 4 terminal that is available for
use by any User.
b
1.167.4. Under circumstances where the facility has been
activated and the User is no longer able to cancel it,
for whatever reason, it shall be possible with
appropriate authority:
a)to complete User and Outlet balances; and
b)to make the terminal available to another User.
1,167.5. The circumstance where the facility has _ been
overridden by an appropriate authority shail be
expressly logged to the audit trail.
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1.168. Requirement 922 - POCL Service Infrastructure - OPS:
Noise Emissions
1.168.1. The acoustic noise emission of any element of the
POCL Service Infrastructure used in the provision of OPS
shall not excéed 60dB(A) measured at a distance of one
metre.
1.169. Requirement 925 - Joint Implementation - Operational
Trial: Acceptance Testing Requirements
1.169.1. The Operational Trial shall be carried out in
accordance with Schedules LO1, L02, L03, LO4 and LOS.
1.170. Requirement 926 ~ Roll Out: Generic Requirement
my
.170.1. All Roll Out plans shall be agreed with POCL. Any
changes to functionality of the POCL Services shall be
implemented only with the prior approval of POCL.
we
«170.2. POCL reserves the right to suspend the Roll Out
programme if the Contractor fails to deliver POCL
Services to the Service Levels.
1.271. Requirement 938 - Data Protection
1.171.121. The Contractor shall ensure that any information
supplied under the Data Protection Act 1984 is accurate
and that assurances can be given as to the integrity of
that information.
1.171.2. The Contractor shall deliver any information
requested under the Data Protection Act 1984 to the
requesting body or person as appropriate.
1.171.3. The Data Protection Act 1984 became law from 11
November 1987. All subsequent alterations and reviews to
this law after 15 May 1996 shall be integrated and
adhered to.
1,171.4. The Contractor shall record all written requests for
a data protection print from a Customer or
representative within five (5) days of receipt of the
request, and deal with queries raised within a timescale
to be agreed with POCL by a date consistent with the
Project Plan, such agreement not to be unreasonably
withheld or delayed.
1.171.5. All information provided under the Data Protection
Act 1984 shall be available to facilitate inspection.
Details of a request and response made under the Data
Protection Act 1984 shall be retained consistent with
the Data Protection Act 1984 requirements.
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1.172. Requirement 941 ~- Implementation - Roll Out: Post
Office Roll Out
1,172.1. The planned Roll out of the POCL Service
Infrastructure for each Outlet shall be agreed by the
Contractor and POCL by a date consistent with the
Project Plan.
1.172.2. Northern Ireland is a discrete area for such Roll Out
purposes.
1.173. Requirement 945 - Implementation - Service Level
Agreements: Installation of POCL Service Infrastructure
1.173.1. The installation of the POCL Service Infrastructure,
the implementation of POCL Infrastructure Service and
the Service Levels for the POCL Infrastructure Service
shall be as set out in Schedule G06 and G10.
1.174. Requirement 949 - POCL Implementation - Training
1.174.1. The Contractor shall be capable of delivering POCL's
total training requirement if required in due course.
1.175. Requirement 951 - General - Service Architecture
Design Document
1.175.1. The Contractor shall develop and maintain the Service
Architecture Design Document, a document describing the
design of the POCL Service Architecture.
1,175.2. As a minimum the Service Architecture Design Document
shall specify:
a)the major components, provided directly or sub-
contracted, used in providing the POCL Services;
b)the functionality within the major components;
c)the interfaces between the major components;
dj)the Service Levels required across the interfaces to
meet the objectives of the overall POCL Services;
e)all the interfaces with the POCL Service Environment
and with other parties' computer systems.
1.175.3. The audience for the Service Architecture Design
Document shall be technical staff within POCL. The
Service Architecture Design Document shall be self
contained, though it is expected that it references
other documents to provide further levels of detail as
appropriate. The level of detail within the Service
Architecture Design Document shall be such that it gives
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a thorough background to the construction of the POCL
Services and the rationale for the approach. It is
anticipated that the Service Architecture Design
Document shall be between 200 and 400 pages in length.
176. Requirement 952 - POCL Service Infrastructure - OPS:
APS Key Management
.176.1. The OPS shall support a reliable, secure means for
the transfer of encrypted data that may subsequently be
used for cryptographic applications.
.176.2. In order to use the encrypted data, a key management
system shall be in place so the encrypted data can be
deciphered without risk of the cryptographic key being
exposed.
.177. Requirement 953 - POCL Service Infrastructure - OPS:
Concurrency
.177.1. OPS shall support concurrent access to POCL Services
provided via it.
.177.2. OPS shall ensure data integrity, e.g. reports printed
at the back office whilst serving at the front office
shall be consistent with a clearly stated policy (to be
approved by POCL) of what front office data are included
in the report.
.177.3. Performance of OPS shall not be = significantly
degraded by other office activity, e.g. front office,
back office and communications activities shall not
unduly impact each other.
.178. Requirement 956 - OBCS - OPS Interface: ESNCS to OBCS
1. BUSINESS SUPPORTED ACROSS THE INTERFACE
.178.1. The following business transactions shall be
supported across this boundary:
1.1 Transactions initiated by ESNCS
.178.2. Order book stops - ESNCS shall provide to OBCS
amendments to the currently held list of order books
that shall be stopped and impounded when they are
presented at a post office (i.e. order books where no
further payment on foils within the specified order book
shall be made);
178.3. Order book recalls - ESNCS will provide to OBCS, and
OBCS shall receive, amendments to the currently held
list of recalled order books which are to be recalied.
OBCS shall calculate the recall date in accordance with
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OBCS Business Processing Rules. A recalled Order book
shall be impounded upon presentation at a post office.
1,178.4. Purge order book notification - ESNCS shall provide a
list of order books which OBCS' may purge from its list
of recalls or stops. OBCS shall not subsequently need to
support any stop or recall action on such order books
unless they are subsequently re-notified via either the
stop or recall processes;
1.178.5. Restate full list - ESNCS can, on request, provide a
full list of all stops and recalls that are currently in
force. This is an ad hoc Transaction which requires
agreement of both POCL, on behalf of DSS, and the
Contractor (such agreement not to be unreasonably
withheld or delayed) before it can be initiated.
1.2 Transactions initiated by the Contractor
1.178.6. Notification of outcome of order book receipt at post
office - OBCS shall notify ESNCS of the outcome of the
order book receipt process in the post office. The
outcome shall be one of:
a)the order book is acceptable;
b)the order book is immediately impounded (due to a stop
or recall request previously accepted from ESNCS);
c)the order book bar-code is found to be unreadable and
is to be sent by the post office to a DSS office for
re-issue.
1.178.7. Notification of an order book redirection - the post
office detects delivery of an order book to the wrong
post office and attempts to redirect it to the correct
one. OBCS shall notify ESNCS of the outcome of such
events which shall be one of:
a)the order book is redirected;
b)the order book is found to be unreadable and is to be
sent to a DSS office for re-issue.
1.178.8. Notification of outcome of order book handover to the
Authorised Person - OBCS shall notify ESNCS of the
outcome of the order book handover to the Authorised
Person. The outcome shall be one of:
a)the order book is handed over successfully;
b)the order book is immediately impounded (due to a stop
er recall request previously accepted from ESNCS});
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c)the order book bar-code is found to be unreadable and
is to be sent to a DSS office for re-issue.
1.178.9. Notification of outcome of order book foil encashment
- OBCS shall notify ESNCS of the outcome of the order
book foil encashment. The outcome shall be one of
a)the encashment is successful and the number of foils
encashed and the total value are reported;
b)no encashment is made and the order book is immediately
impounded (due to a previous stop request accepted from
ESNCS);
c)one or more foils are encashed, the number of foils
encashed and their total value are reported, and the
order book is impounded (due to a previous recall
request accepted from ESNCS);
d)one foil is encashed, its value reported, and the order
book is impounded due to the order book bar-code being
unreadable.
1.178.10. Post office summary Transaction - OBCS shall notify
ESNCS daily for each post office of
a)the total number of non bar-coded order books presented
at that post office;
b)the total number of order books impounded without any
encashments due to the bar-code being invalid.
2. SYSTEM AND SERVICE RESPONSIBILITY
1,178.11. The Contractor shall provide all networks, hardware
software, procedures and training required to connect
and deliver Services to the nominated ESNCS platforms
It is entirely responsible for Roll-Out, operation and
management of all such resources subject to the approval
of POCL on behalf of DSS. The Contractor shall provide
such connection(s) at sites nominated by POCL on behalf
of DSS and which may change over time.
1.178.12. ESNCS is ICL VME and UNIX based and resides in the
DSS Area Computer Centres operated for DSS by EDS. POCL,
on behalf of the DSS, and the Contractor shall agree,
from time to time, the technical nature and
implementation of the connection.
1.178.13. The Contractor shall not change the ESNCS interface
as currently implemented in any way without approval by
POCL, on behalf of DSS. The exception to this is the
acknowledgement of order book stops and recalls which is
in addition to the current implementation.
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1,178.14. The Contractor'S service responsibilities extend to:
a)transport of ESNCS created Transactions and any
associated information (e.g. Reference Data) from the
ESNCS service to the POCL Services along with any
subsequent processing. This normally includes detecting
the availability of such Transactions and data on the
ESNCS services;
b)provision of responses to Transactions where requested
along with delivery to the ESNCS service;
c)transport of Contractor created Transactions and
information from the POCL Services to the ESNCS service
and notification of their availability if required.
1.278.15. Agreed Service Levels for this interface are as set
out in Schedule HO08.
1.179. Requirement 960 - POCL Applications - EPOSS: Zero-
Value Transactions
1.179.1. EPOSS shall allow POCL to record various zero-value
Transactions to measure work done, for example for
various Royal Mail and Parcelforce activities and for
distribution of various forms, for example Ellls. The
measurement of work may be for charging Clients, for
remunerating subpostmasters, for monitoring work done to
check assumptions in cases where the costs are subsumed
in other charges, and so forth. Potential reasons for
new zero-value Transactions might be to provide data for
Clients in support of Service Level monitoring, for
example recording Transaction times for mail receipts.
1,179.2. Automated zero value Transactions shall be reported
separately. Initially these shall be:
a@)automated payments which fall into two categories:
. Smart Tokens, where Transactions are recorded (even
if zero value) once the Client has been identified
since this implies interaction with the Smart Token;
. swipe-cards or keyed Transactions, where recording of
zero value Transactions is controlled by POCL Product
parameters for minimum and maximum values but where a
Transaction can be made void during Customer Service;
b) OBCS order book receipt and issue in Outlets.
1.179.3. Particular aspects are:
a)automated payments shall continue as now;
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b)extra automated Transactions, including zero-value ones
such as those indicated above for book/receipt
movements shall be designed as POCL Products in the
normal way with normal Transaction controls and data
flows, including interfaces with POCL systems.
1.180. Requirement 971 - POCL Implementation - Farnborough
Requirement
1.180.1. Clients served using the APS shall receive only one
stream of unreconciled data irrespective of the source
of the polling at Outlets (whether via Farnborough or
Contractor facilities). The Contractor and POCL shall
agree (such agreement not to be unreasonably withheld or
delayed) a strategy to achieve this requirement as from
the commencement of Roll Out.
1.180.2. The strategy shall include, but not exclusively, a
timetable separate from and shorter than the Roll Out
timetable, for the Contractor to absorb the reducing
workload from Farnborough.
1.181. Requirement 972 - Implementation - Roll Out: Strategy
fa
181.1. The Contractor shall conform to POCL’S Roll Out
strategy, which is as follows:
a)installation will prioritise the following seven (7)
major conurbations for Roll Out: West Midlands; Greater
Manchester; Merseyside; Leeds / Bradford; Tyne and
Wear; Glasgow / Edinburgh; Urban South Wales;
b)the M25 Roll Out shall take place during the second
half of the overall Roll Out Programme.
1.182. Requirement 973 - End to End Service - Internal
Interface Specifications
1.182.1. The POCL Services may, during the lifetime of the
Codified Agreement or at termination, need to be
replaced or supplemented with services provided by other
suppliers. It shall therefore be both technically and
commercially viable for the POCL Services to be replaced
by and/or interfaced to services from other suppliers.
To support this, the Contractor shall declare all
internal interfaces between separate POCL Services
within the overall POCL Service Architecture.
1.182.2. For each interface the Contractor shall provide an
interface specification covering:
a) A definition of the business processes supported
across the service boundary, including who originates
the processes.
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b) All business transactions supported across’ the
service boundary including responses, associated
information, any supporting facilities and any
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constraints including required timings.
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