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Horizon Service Management Forum
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Minutes of Meeting No. 9 FUJITSU
Held on: 23 September 2003
Present
Name Initials _I Org. Role
Ruth Holleran RH POL Head of Network Support
Martin Riddell MR FS Customer Services Director
Peter Burden PB FS Operations and Support Service Manager
Richard Brunskill RB FS Infrastructure Services Manager
Nick Samuel NS POL Commercial Manager (Fujitsu Services)
Simon Glynn SG POL Commercial & Contract Manager
Lyn Darbon LD POL Programme Integration Manager
Liz Tuddenham LT POL Service & Supplier Performance Manager
Dave Hulbert DH POL Business Continuity Manager
David Sugden DS POL Capacity Planning Manager
Les Henderson LH POL Minutes
James Stinchcombe JS FS Technical Design Authority Manager
Did I attend ?
* Denotes lead attendees # Denotes minutes not used ???
Apologies
(Note: if'a member of a Forum is not able to attend a meeting, a fully empowered deputy shall be nominated by the relevant Lead Attendee
to take his/her place. Schedule 4 para 1.1.4)
Name Initials _I Org. Role
Beverley Dunn BD POL Programme Integration Manager
Copies to
Post Office: SMF attendees, Forum secretaries, Dick Brazear
Fujitsu Services: SMF attendees, PathwayDocumentManagement@services. fujitsu.com
Glossary
SRB Service Review Book
SLA Service Level Agreement
SLT Service Level Target
SMC. Service Management Centre
TSD Technical Services Desk
HSH Horizon System Helpdesk
CCN Change Control Note
OLA Operational Level Agreement
MI Management Information
TP Transaction Processing
AP Automated Payments
CMF Capacity Management Forum
IRF Input Review Forum
ADSL Broadband connection (asynchronous digital subscriber line)
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Horizon Service Management Forum
Minutes of Meeting No. 9
Held on: 23 September 2003
fee)
FUJITSU
Meeting Agenda
Review Minutes and Action Points of Previous Meeting: RH
Explanation of unresolved actions, in particular any matters outstanding.
Issues arising from Service Report: LT
Highlights of previous period’s service statistics, concentrating on failures
to meet required service levels, including major incidents reported, service
trends and service achievements.
Issues arising from the Review Forum Feedback Report: LT
To discuss issues of concern on an exception only basis
Release Management Report BD
Capacity Management Report: DS
To include a Joint POL/FS Capacity Planning presentation to incorporate
Phase 2 notice requirements
Issues for referral to other forums RH
To identify issues for escalation.
Service Improvements Initiatives All
Suggestions for improvement to the Service.
Any Other Business All
To discuss any other issues.
Review of Meeting All
To identify improvements in the meeting process.
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Minutes of Meeting No. 9
Held on: 23 September 2003
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Action Point Summary/Review of Previous Actions
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Action Details Target Owner
Point completion
Number date
Actions Taken
I Point
Action
status
AP200517 I LT to track down the POL 18 June LT
document for Huthwaite access
and seek to progress.
11/09: Julie Dart discussing at the September TIP ORF 10/09
20/08: John Wright has supplied contact names to LT. LT to progress
this action by the next HSMF.
18/07: Ongoing
09/07: LT will contact John Wright 14" July to discuss.
18/06: LT to talk to John Wright.
13/06: Dependency on AP200518
Closed
AP200520 I LT/RB to run through the CCD 18 June LT/RB
list to ensure that the current
versions are held.
23/09: CCDs now agreed within POL. LT to advise John Cole.
15/09/03: RB advised that the CCD list as agreed with LT is ok within FS.
Awaiting POL confirmation.
20/08: LT/RB to complete offline immediately after the HSMF.
11/08: RB — Believe this to be nearly complete. RB/ LT reviewed CCD’s
on 11/8 and agreed sign off authorities within both parties. RB/ LT to
obtain agreement within each business then route to respective
commercial dept for update
18/07: To be completed within 2 weeks.
09/07 RB: To be completed at the next RB / LT review prior to the July
SMF on 18" July
18/06: Outstanding.
RB: 040603: Expected to complete during monthly meeting on 11" June
13/06: Outstanding
Closed
AP180612 I RH is to look at the internal 11 July RH
MBS process and procedures
23/09: BOD has taken over this activity. MBSs are now down in the
mid 30s and can be considered business as usual
20/08: RH has had discussions with Dave Miller and will be talking
to Gordon Steele in the next couple of weeks to discuss
communication processes and procedures.
18/07: Ongoing
Closed
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Minutes of Meeting No. 9 FUJITSU
Held on: 23 September 2003
AP180701 I RB/LT to organise a workshop Post Sept 1st I RB/LT 23/09: Update to be provided at the next HSMF. Closed
to identify/review alternate 11/09: Workshop arranged for 23/09 after the HSMF meeting.
benchmarking proposals and 11/08: RB — FS attendees have been identified. Suggest workshop is held
associated business risks. towards back end of September — dates to be arranged?
AP180702 I To check and revise the named I 13 Aug LT 23/09: Complete (linked to AP200520) Closed
authority on each CCD (linked 20/08: LT/RB to complete offline immediately after the HSMF (linked to
to AP200520) AP200520).
AP180713 I RH and MR to develop a joint Sept 03 RH/MR 23/09: MR to bring a statement of readiness document to the Carried
input review process for release October HSMF. forward
authorisation 20/08: RH is to chair the internal release input review forum.
AP180716 I To add as an agenda item for 13 Aug LH 20/08: Complete. The joint presentation will take place at the Closed
August HSMF: Joint POL/FS September HSMF.
Capacity Planning presentation 13/08: Due to annual leave commitments the Capacity Planning
to incorporate Phase 2 notice presentation will be added to the agenda for the September HSMF
requirements
AP180721 I NS/RB to ensure that all 13 Aug LH 15/09/03: Completed on behalf of FS/POL document control team 22222?
document control teams be NS/RB advised of requirements.
asked to ensure that all HSMF 20/08: LH to contact POL document control team to reiterate
dd t dvise ti requirements.
th ocumenis are acvise to 11/08: RB — doc control teams and document owners briefed on process
AP200801 I LT to speak to Dennis Norgard I 16 Sept LT 23/09: LT has made contact and has been advised to contact Carried
to discuss any potential impact Douglas Craik. LT to contact Douglas in the next seven days forward
and service levels expected
with ADSL
AP200802 LT asked FS to provide further 16 Sept RB 23/09: LT asked that FS continue to monitor the situation and to Carried
evidence to support their update at the next HSRF. forward
comments regarding loss of 15/09/03: With the exception of the satellite site connectivity which is the
connectivity during NWB subject of a cross domain problem and appears now to be resolved, NWB
transactions and the resultant connectivity loss throughout the rest of the estate is attributable to comms
f iat lls to HSH problems which before, would have remained un-noticed by the PM. We
inappropriate calls fo . have asked for a review of all NWB screen messages with a view to
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Minutes of Meeting No. 9 FUJITSU
Held on: 23 September 2003
making them clearer, more meaningful etc. An analysis is included in the
August SRB
AP200803 I FS to review why there was a 16 Sept RB 15/09/03: FS confirms that the processes are in place and are being I Closed
sudden increase in key refresh used to contact branches that fail to reboot following the screen
request in July given that this is instructions. An analysis of the calls for July shows most were
. related to PMs being unclear of the process to follow when they
an ongoing process.
going P received the screen prompt — this could be down to relief PM’s
being unaware of the process during the summer period. FS
confirms there are no other issues relating to key refresh.
AP200804 I LH to review call details in the 16 Sept LH 16/09: Complete. Annex data analysed and expanded to identify Closed
annex. workshop activity requirements for AP200805
AP200805 I LH/RB to organise a workshop 16 Sept LH/RB 23/09: Complete. Conference call workshop 18/09. Closed
to identify/review call logging 16/09: Draft plan supplied to FS for comment and discussion prior to
breakdown requirements and formal workshop.
analysis 15/09/03: LH has spoken to John Moran, MSU Manager re the workshop.
At this stage no final date has been agreed however FS has included
analysis of calls within the August SRB that may prompt the ‘focus’ of a
workshop if this is still required. FS currently awaiting POL decision.
AP200806 I RB to add the 6-month rolling 5 Sept RB 15/09/03: Apologies — this was omitted from the review book, Closed
average in the logged call however a supplementary sheet will be forwarded to POL today
profile section.
AP200807 I DH/RB to organise a workshop I 16 Sept DH/RB 23/09: RH would like this action taken to a conclusion by the next Carried
to discuss and seek a resolution HSMF in October and then cloesd. forward
to the mails label problem and 15/09/03: Workshop completed and action points agreed:
1. Transact to obtain examples of tested label — due this week
G update tne BOM at the 2. Comparison of tested label against label currently in use: POL to
P' 9. arrange with label supplier
3. Test having been completed — joint review of results and decision on
consumables out in field.
4. Agreed label specification to be inserted within Schedule 14.
5. POL to contact label supplier to ascertain whether label can be
manufactured to same size without the surround (the part that gets
caught in the printer)
AP200808_I RB to provide DH with updated _I 16 Sept RB 23/09: _RB/DH to discuss after the HSMF Carried
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incident/problem/ continuity
processes
15/09/03: Still awaiting final update to process as part of S40 action plan.
Will share with POL at September SMF.
forward
AP200809
RB to provide an update on the
actions contained within the FS
$40 problem report at the next
HSMF.
Next HSMF
RB
23/09: Update provided
15/09/03: Will present at September SMF
Close
AP200810
LH to forward a copy of the S40
problem report to NS
21 Aug
LH
21/08: Complete.
Closed
AP200811
NS to raise the Phase 2 notice
requirements at the August
Commercial Forum
24 Aug
NS
12/09: Complete. Notice signed off 3" September for
commencement 1/5/2004.
Closed
AP200812
LH to rearrange the date for the
September HSMF at Dearne
and advise attendees
accordingly
29 Aug
LH
12/09: Complete. Next meetings 23/9 Dearne, 21/10 London, 24/11
Dearne
Closed
AP230901
LH to add agenda item to cover
statement of readiness
document and invite Ann
Cruttenden/Kevin Lenihan/John
(Linked to AP180713)
26 Sept
LH
New
AP230902
MR to contact DH by 26/09 to
discuss joint technical workshop
requirements and confirm
attendees.
26 Sept
MR
New
AP230904
PB to advise LT which icons will
be affected on the 7"
November
3 Oct
PB
New
AP230905
LH to provide trend analysis for
OBCS, EPOSS and AP
volumetrics
21 Oct
LH
New
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Minutes of Meeting No. 9 FUJITSU
Held on: 23 September 2003
AP230906 I LH to produce an action log 21 Oct LH New
update table.
AP230907 I PB to provide an update on 21 Oct PB New
screen freezes at the next
HSMF
AP230908 I PB to clarify whether the 10 Oct PB New
network calls to KMA server
problem is an underlying system
issue.
AP230909__I FS to present S40 findings and I 10 Oct MR/RB New
way forward to Alan Barry/Dave
Smith/RH.
AP230910 I LH to feed escalation comments I 26 Sept LH New
to the AP ORF and request a
drafted letter from the ORF if
required
AP230911 LH to map dates of IRFs and 26 Sept LH New
HSMFs for RH/MR
AP230912 I LD to feed back RH’s 10 Oct LD New
reservations and concerns
regarding the rebranding
exercise and S50 software
distribution dates
AP230913 I LD to add go-live dates to future I 21 Oct LD New
high level overview plans
AP230914 I To invite Graham Seedal to the I 26 Sept LH New
October HSMF
AP230915 I DH to share IR information with I Ongoing DH New
Tony Wicks as appropriate
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Horizon Service Management Forum
Minutes of Meeting No. 9
Held on: 23 September 2003
FU
Fe)
ITSU
New Action Points, Decisions Recorded, Items Noted
Ref
ACTION/DECISION/NOTED -—details
By
Whom
(nits)
Target
Date
Review Minutes and Action Points of Previous meeting
Noted
AP230901
The AP180713 update identifies that MR will be bringing an
$50 statement of FS readiness document to the October
HSMF. RH/LT asked that an agenda item be added to the
next HSMF to cover this area and that Ann Cruttenden,
Kevin Lenihan plus development/release managers from
both FS and POL attend the next HSMF (John Bruce &
LH to add agenda item to cover statement of readiness
document and invite Ann Cruttenden/Kevin Lenihan/John
LH
26/09
Noted
NS confirmed that documents signed off via the soft
change process become contractual immediately upon
signing but added that it’s still worth capturing the details in
HSMF minutes
Issues arising from the Service Report
Noted
All SLT have been met for August. LT/RH commented that
complacency seems to be creeping in regarding some
issues and that the language /style used in the SRB was or
could be deemed to be inappropriate in some instances.
POL acknowledged the fact that risk is an integral part of
the new contract but asked whether POL need to be made
aware of any underlying problems. MR replied that NWB
has raised problems that were or went previously unnoticed
i.e. online services now directly affect the operation within
branches and any problems are highly visible. MR
admitted that the management summaries do appear to
focus on the SLAs instead of service review and will be
looking to review content for future SRBs. MR confirmed
that FS are having exactly the same discussions internally
regarding the service outages recently experienced.
This seems a bit mixed perhaps we should have a para
about each issue
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Horizon Service Management Forum
Minutes of Meeting No. 9
Held on: 23 September 2003
FUJITSU
Fe)
Noted
AP230902
AP230903
RH express a concern from POL about there recent
incidents that had happened over the last 6-8 weeks and
wanted to understand if there was a underlying cause.
MR advised that at the moment it was proving difficult to
find a degree of commonality with the network problems
experienced. MR confirmed that extra monitoring was
being put in place to help identify root cause(s).
The recent Data Centre loss was discussed. MR explained
that the UPS problem was dealt with swiftly and was
pleased with the way the incident was handled. RH agreed
that as a single event there would be no cause for concern,
but due to the sequential events over the last couple of
weeks there is a high level of concern within POL. RH
asked that a joint workshop be put together as a matter of
urgency to investigate and discuss the technical problems
being experienced. RH asked that the output of the
workshop would be a presentation to DS/AB/RH which MR
agreed to deliver. RH also asked that an update be
provided to the October service review.
MR to contact DH by 26/09 to discuss technical workshop
requirements and confirm attendees.
LH to add a workshop update to the October agenda.
MR
LH
26/09
21/09
Noted
Noted
Noted
AP230904
LT pointed out that whilst the Quantum problem was initially
caused by a procedural error the rectification seems to be
taking longer than anticipated. PB identified that an
underlying software issue was to blame and was now being
addressed. When is it going to be sorted fully ?
RB advised that they are continuing to apply pressure to
BT to help resolve the ongoing OBC issues however they
felt that they may not be able to get anything further. LT
asked that FS keep applying pressure on BT.
The nominal date for icons to be delivered with the S50
release is the 7" November. LT asked FS to supply a list of
affected icons. Early communication of the changes to
NBSC/branches would help to reduce call impact on NBSC.
PB to advise LT which icons will be affected on the 7”
November
PB
3/09
Noted
AP230905
LT commented that the volumetrics show OBCS, EPOSS.
and AP transactions and values down on last year.
LH to provide trend analysis for OBCS, EPOSS and AP
volumetrics by when ?
LH
21/09
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Minutes of Meeting No. 9 FU ITSU
Held on: 23 September 2003
Noted BOD/LH provided an update from the call volume workshop
that took place on the 18" September. RH/LT asked that
the HSMF continue to be updated on a regular basis and
that FS provide clarification/updates on screen freezes and
network calls to KMS server problems.
AP230906 LH to produce an action log update table.also providing LH 21 Oct
updates at future HSMF — info to go out in advance
AP230907 PB 21 Oct
PB to provide an update on screen freezes at the next
HSMF we need this before the meeting as it may form part
AP230908 of our update PB 10 Oct
PB to clarify whether the network calls to KMA server
problem is an underlying system issue.
Noted Reg Barton is looking at the practicalities of replacing CRTs
(which are to be replaced by 2005) with flat screens that
become available as a result of Network Reinvention.
There is some potential of incorporating this activity with
the ADSL rollout. Isn’t there an action for us to see the
outputs of this ?
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Horizon Service Management Forum
Minutes of Meeting No. 9
Held on: 23 September 2003
FU
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ITSU
Noted
AP230909
Cross domain problems were discussed in some detail and
the following points were made:
« PM0000263 Inappropriate Calls. Authority asking
branches to redial has been given by POL. The
Helpdesk ORF is agreeing the necessary scripts
23/09 and relevant branch communication required
advising of the impending change. It is expected
that this problem will be closed by the next HSMF.
« PM0000368 OSP. Changes are in hand at the
NBSC and should be in place by the end of
October. Does this mean the problem will be
resolved ?
« PM0000410 S40 regression failure. DH is still
waiting for FS to provide various elements of the
action list. Linked to the request for a technical
workshop in AP230902 FS are to give a
presentation to Alan Barrie/Dave Smith/Ruth
Holleran, which identifies rectification steps taken,
and the way forward with future releases. It wasn’t
only for this — it was for all the issues and outputs of
the workshop
e PM0000411 Replacement of image drum. RB
advised that the problem of supplying/delivering
printer drums to engineers is not insurmountable
and will be sorted out quickly by FS.
FS to present S40 findings and way forward to Alan
Barry/Dave Smith/RH.- see earlier note
RH referred to the last paragraph in the 4.3.3 summary and
asked that if FS have any issues with POL Problem
Management that they should contact her in the first
instance.
MR/RB
10 Oct
Noted
Agreed
Comments on the scorecard were discussed. RH/LT
pointed out that a number of comments from FS gave the
impression that there was an element of ‘sidestepping’ and
‘tit-for-tat’ creeping in to the scorecard comments. MR/RB
agreed that in future the wording should to be sanitised
internally before releasing the final version to POL.
The POL score of 3.67 on FS equates to 7.67 on the
internal FS scale.
Issues arising from the Review Forum Feedback Report
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Held on: 23 September 2003
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Noted
AP230910
PB advised that the OLA referred to in the AP escalation
request has been outstanding for some time. PB confirmed
that whilst it is not required on a day-to-day basis it would
be important to have a signed-off copy should any
problems arise. RH suggested that if a letter is required
from her to help move things along to let her know and for
the AP ORF to supply a draft letter.
LH to feed escalation comments to the AP ORF and
request a drafted letter from the ORF if required. I thought
Liz had been asked to do this ?
There was an action on Les to make the feedback report
more succinct
LH 26 Sept
Release Management Report
Noted
AP230911
RH stated that a joint state of readiness was required at the
next HSMF. The IRF dates are also to be checked against
the HSMF dates to ensure that sufficient time is allowed
between the two to enable discussion and agreement of
release authorisation. If timescales are deemed to be too
short/long then an interim meeting will be set up where
necessary.
LH to map dates of IRFs and HSMFs for RH and assess
what will be included in the SR and where interim meetings
will be required
LH 26 Sept
Noted
AP230912
AP230913
RH advised that a major rebranding exercise is taking place
within POL on the 27" December complete with a major
media campaign. The date coincides with the S50
software distribution end date. To ensure that the IRF has
full visibility of all issues LD was asked by RH to feed back
the reservations and concerns associated with the two
activities occurring at the same time and that the release
plans need to be combined to cover all releases whether
they are system or not so that full visibility is given going
forward
LD to feed back RH’s reservations and concerns regarding
the rebranding exercise and S50 software distribution
dates.
LD to add go-live dates to future high level overview plans
LD 10 Oct
LD 21 Oct
Capacity Planning
Noted
LT asked if all areas relating to capacity, including VSAT,
were being actively monitored. DS/JS confirmed that the
Capacity ORF have been looking at VSAT capacity and
congestion issues for some weeks not sure that it has
been this long and were looking at how VSAT monitoring
can be monitored more effectively.
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FUJITSU
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Issues for referral to other forums
Noted
RH said that Alan Barrie would like to see a ‘drains up’
review of all issues. MR suggested that the joint workshop
with DH should form the basis of a presentation to Alan
Barrie
Noted
AP230914
MR advised that he would like to bring lan Morrison along
to the next HSMF. RH asked that the S50 release
manager, Graham Seedal, also be invited to the next
HSMF.
To invite Graham Seedal to the October HSMF.
LH
26 Sept
Service Improvement Initiatives
AOB
Noted
AP230915
DH updated FS on the results of the industrial action ballot
for London Weighting and that strike action was voted for.
DH advised that POL is waiting for formal notification from
the CWU regarding strike action. DH will be speaking to Jill
Camplejohn to identify areas where FS could possibly help
and will confirm with FS if there is any area that they can
assist. MR raised the issue of UKME staff crossing picket
lines — who is looking at this ?. DH agreed to share
information regarding industrial action activity with Tony
Wicks.
DH to share IR information with FS via Tony Wicks as
appropriate.
DH
Ongoing
Noted
BOD suggested that inappropriate call criteria etc might
need to be relaxed during any industrial action.
POL would advise HSH of any branches affected by
industrial action — who and how ?.
Review
Agreed as a true and complete record of the meeting:
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Horizon Service Management Forum
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Minutes of Meeting No. 9 FUJITSU
Held on: 23 September 2003
Signature: Signature:
For Post Office Ltd. For Fujitsu Services Ltd.
Note: Governance Forum Minutes are to be agreed as a true and complete record either at the meeting or within 48 hours of the end of the
meeting (Schedule 4 paragraph 1.1.5). Alternatively, by exchange of digitally signed emails between authorised signatories.
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Horizon Service Management Forum
Minutes of Meeting No. 9
Held on: 23 September 2003
fee)
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Communication summary
Key points from the meeting are tabulated below for the information of other Horizon Governance Forums.
Exec
Forum
New
Business
Forum
Demand I Joint I Commercial
Planning I Architec Forum
Forum I ture
Forum
Action or Decision
Minutes HSMF Sept 2003.doc
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