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Document Title: Management Information Service: Joint Working Document
Document Type: Joint Working Document
Release: HNG-X / HNG-X Application Roll Out Transitional Period / Pre HNG-
X Application Roll Out Transitional Period
Abstract: Joint Working Document to support the Management Information
Service provided to Post Office by Fujitsu Services
Document Status: DRAFT
Author & Dept: Mark Jones - CS Service Delivery, Service Analyst - Fujitsu
Services
Liz Melrose - CS Service Delivery, Service Delivery Team
Manager - Fujitsu Services
Internal Distribution: Liz Melrose, Steve Taplin, Jan Ambrose, Mik Peach, Pete
Thompson, Dave Chapman, Peter Sewell
External Distribution: Antonio Jamasb
Approval Authorities:
Name Role Signature Date
Mark Jones Service Delivery Service Analyst-
POA
Antonio Jamasb Service Capacity Reporting and
Monitoring Manager - Systems
POL
Note: See RMGA HNG-X Reviewers/Approvers Role Matrix (PGM/DCM/ION/0001) for guidance.
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL...
0.1 Table of Contents.
0.2 Document History.
0.3 Review Details.
0.4 Associated Documents (Internal & External
0.5 Abbreviations.
0.6 Glossary..
0.7. Changes Expected.
0.8
0.9
1 INTRODUCTION...
1.1. Purpose of Documen
1.2 Document Owner.
1.3 Change control...
2 SERVICE SUMMARY.
3. SERVICE AVAILABILITY & CONTACT DETAILS.
3.1. Service Availability.....
3.1.1 Fujitsu Services Contact Detail:
3.1.2 Post Office Contact Details...
4 POST OFFICE / FUJITSU SERVICES INTERFACES
4.1 Service Review.....
4.2 Miscellaneous Data Qu
4.2.1 Miscellaneous Data Request Process.
4.3 Real Time Access to MI: Service Management Porta!
4.3.1 Service Management Portal Availability.
4.3.2 Service Management User Guide...
4.3.3 Service Management Portal User Administration
4.4 Architecture & Capacity Planning
4.5 Benchmarking.....
5 MI SERVICE METRICS & ASSOCIATED LIQUIDATED DAMAGEG...........0:0006 15
5.1 MIS Service Level Targets for which Liquidated Damages Appl
5.1.1 MIS Bank Analysis Report.... .
5.1.2 Frequency & Delivery of MIS Bank Analysis Report...
5.1.3. Liquidated Damages associated with MIS Bank Analysis Report.
5.2. MIS Service Levels for which Liquidated Damages Do Not Apph
5.3. MIS Operational Level Target:
5.4 Performance Metrics.
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0.2 Document History
Version No. Date
Summary of Changes and Reason for Issue
Associated Change -
CP/PEAK/PPRR
Reference
0.4 31-Jan-07
First draft of MIS Joint Working Document
0.3 Review Details
Review Comments by :
20" October 2007
Review Comments to
Mandatory Review
Mark Jones & RMGADocumentManagemer
Role Name
Service Delivery Team Manager Liz Melrose
Security & Risk Peter Sewell
SSC Manager Mik Peach
Service Capacity Reporting
Manager - Systems POL
Role
and Monitoring I Antonio Jamasb
Optional Review
Name
Service Support Service Analyst
Steve Taplin
Service Delivery Service Analyst
Jan Ambrose
Capacity & Performance Architect
Dave Chapman
Issued for Information — Please restrict this
distribution list to a minimum
Position/Role Name
Service Transition Graham Welsh
Service Support
Peter Thompson
Version
Reference
PGM/DCM/TEM/0001
(DO NOT REMOVE)
(* ) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Date
Fujitsu Services
Document Template
Source
RMGA HNG-X I Dimensions
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SVM/SDM/SD/0016 1.0 31/08/06 Management Information Service: I Dimensions
Service Description
NB/SDS/008 Network Banking MIS Reports I PVCS
Design
ARC/PER/ARC/0001 HNG-X System Qualities Architecture I draft
SVM/SDM/PRO/0017 Transaction Time Benchmarking,
Joint Working Document
CS/PER/046 Counter transaction time
performance - measurement and
results
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
Abbreviation Definiti
csIP Customer Service Improvement Programme
FTMS. File Transfer Managed Service
HSD Horizon Service Desk
IMT Incident Management Team
MI Management Information
MIs Management Information Service
OBC Operational Business Change
ocP Operational Change Process
OLT Operational Level Target
PM Performance Measure
POL Post Office Ltd
POA Post Office Account: Fujitsu Services
SLT Service Level Target
SRB Service Review Book
ssc Systems Support Centre
TfS Triole for Service (Service Management Toolset)
0.6 Glossary
erm
0.7 Changes Expected
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0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.9 Copyright
© Copyright Fujitsu Services Limited 2007. All rights reserved. No part of this document may be reproduced,
stored or transmitted in any form without the prior written permission of Fujitsu Services.
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1 Introduction
1.1 Purpose of Document
The purpose of the document is to detail the working interfaces as agreed between Fujitsu Services and
Post Office Ltd to support the MI Service as detailed in the Management Information Service, Service
Description.
Service specific MI is detailed in the Service Descriptions and Joint Working Documents aligned to each
individual service.
1.2 Document Owner
This document is jointly owned by the POA MIS Contact and POL MIS Contact, as detailed below.
CONTACT CONTACT DETAILS COMPANY
Mark Jones Fujitsu Services
Antonio Jamasb ' GRO: Post Office Ltd
1.3. Change control
Changes to this document can be made by either Fujitsu Services or Post Office Ltd, and must be
agreed by either party. The revised document must be submitted to POA Document Management and
entered in the Fujitsu Services Document Management systems — Dimensions.
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2 Service Summary
The Management Information Service provides to Post Office, performance reporting and management
information relating to the Services.
The Management Information Service consists of eight (8) component services:
1. The delivery to Post Office of the monthly Service Review Book as detailed in section 2.1.1 of
the Management Information Service, Service Description;
2. The delivery to Post Office of supporting information in relation to liquidated damages detailed
in section 2.1.5 of the Management Information Service, Service Description;
3. The delivery to Post Office of management information in relation to Banking & Related
Services data as detailed in section 2.1.3 of the Management Information Service, Service
Description;
4. The delivery to Post Office of management information in relation to the Automated Payments
Service as detailed in section 2.1.3 of the Management Information Service, Service
Description;
5. The delivery to Post Office of management information in relation to Miscellaneous Data
Queries which may be received by Fujitsu Services, as detailed in section 2.1.4 of the
Management Information Service, Service Description; and
6. The provision of the Service Management Portal to enable Post Office to access real time
updates to Service performance and Service Level Target measurement.
7. The provision of the MTBF service which delineates the Mean Time Between Fix for the
principle components.
8. The delivery to Post Office of the Capacity Management Service including the reports as
detailed in section 5.3 of this document.
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3. Service Availability & Contact Details
3.1 Service Availability
The Management Information Service is available from 09:00hrs to 17:30hrs, Monday to Friday,
excluding bank holidays.
3.1.1. Fujitsu Services Contact Details
For MI pertaining to Service Management, contact details are as in table one below. For all MI queries
relating to specific Services, the appropriate SDM should be contacted, as detailed in table two.
Escalation should be to the Service Delivery Team Manager / Service Support Manager as detailed in
table three.
Table One: MIS Contacts
AREA OF RESPONSIBILITY EXAMPLE MI CONTACT CONTACT DETAILS
Service Management MI SRB queries Mark Jones : GRO
(Information relating to Service L
Management as a whole rather
than Service Specific Ml)
Steve Taplin
Jan Ambrose
Service Management Portal SMP Mark Jones
SMP Design / Support I Mik Peach
Table Two: Service Delivery Managers
AREA OF RESPONSIBILITY EXAMPLE MI CONTACT conrage BACK UP CONTACT
Banking and Online Services I Transaction queries I Claire Drake
Kirsty Gallacher
Reconciliation
‘st point of contact 2" point of contact
Banking and Online Services I Transaction details I Mike Stewart I! GRO Mike Woolgar
(Inc: DVLA, Debit Card, EPAY) tee
‘st point of contact 2" point of contact
Branch Network Services Branch Network Jeet Rughani Leighton Machin
Communications MI
2% point of contact
BNR pon
APS/TPS/SAP/POLFS, LFS Files Not delivered, II Kirsty Gallacher Claire Drake
Data Transfer
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1** Point of Contact 2 point of contact
Engineering Engineering STs] Adam Parker Leighton Machin
1* Point of contactI 2 point of contact
oBc OBC Stats lan Venables I Chris Bourne
2° Point of Contact
HSD/SMC/PostShops HSD Performance I Paul Gardner Liz Melrose
Stats
2° Point of Contact
Central Network Central Network MI Alex Kemp Pete Thompson
2" Point of Contact
NT/ Unix / Datacentre NT / Unix / Datacentre II Pete Thompson Tony Wicks
Mi
2nd Point of Contact
Capacity Management Dave Chapman I: GRO : Joe.
2% Point of Contact
Table Three: Escalation
CONTACT
AREA OF RESPONSIBILITY CONTACT ne BACK UP CONTACT
Service Delivery MI Liz Melrose GRO
Service Support MI Pete Thompson
3.1.2 Post Office Contact Details
Post Office contact details
Table Four
I AREA OF RESPONSIBILITY EXAMPLE MI CONTACT I CONTACT DETAILS I
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POL MIS
All POL MIS
Antonio Jamasb
Emma LangfieldI
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4 Post Office / Fujitsu Services Interfaces
This section details the interfaces between Fujitsu Services and Post Office Ltd with respect to the
Management Information Service. Any service specific MI interfaces are detailed in the Service
Description associated with the specific service.
4.1 Service Review
A review of the Management Information Service should take place on a quarterly basis, and attendees
should include the primary MIS contacts from POA & POL. This review can take place face-to-face or
via teleconference.
The purpose of the Service Review is:
« To ensure the continued development of the relationship between POL & Fujitsu Services MIS.
e To review OLT performance
e To discuss potential MIS requirements
e To review current reporting to ensure continued report validity
«To review Adhoc requests
4.2 Miscellaneous Data Queries
As detailed in section 2.1.4 of the MIS Service Description, Post Office are entitled to request and
receive data from Fujitsu Services additional to that described in the Service Description. The process
for requesting this information is detailed below.
4.2.1 I Miscellaneous Data Request Process
Post Office must request miscellaneous data_in writing by.emailing comprehensive details of the data
requirement to ad-hocpostofficeaccountMI:
Fujitsu Services endeavour to acknowledge the request within 24 hours of receipt and provide data
within 5 working days. Requests will normally be forwarded to the Security Team or the SSC as
appropriate. A request will only be answered by Service Delivery analysts if the request relates to data
that the SD Team have at their disposal
In the event that the MI Service is unable to complete the miscellaneous data request without incurring
incremental costs, ie resource or systems, this will be discussed with the requestor and agreement
reached as to the extent of the data supplied or any additional cost to be incurred prior to implementing
the request.
Any requests received via the miscellaneous data request will be logged for future reference and audit
requirements.
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4.3. Real Time Access to MI: Service Management Portal
The SMP is a web based management information portal developed by Fujitsu Services to allow Post
Office to have real time access to management information. Information provided on the SMP includes:
« Real time Service Monitors
e SLT information - where applicable this information is provided by quarter, month and day.
e CSIP registers
« SRB
e Major Incident Reports
e Weekly Service Management Report
« OBC Change Schedules
* OCP Information and Schedules.
4.3.1 Service Management Portal Availability
The SMP is available to access via the internet by accessing the following link and logging onto the
system (user name and password required).
http://poasmp. fujitsu-poa.co.uk/SMP/?
Whilst every endeavour is made to ensure that the SMP is available during the MI Service hours, Fujitsu
Services reserve the right to take down the portal for maintenance, although where possible downtime
will be scheduled outside these business hours.
4.3.2 Service Management User Guide
The user guide to the Service Management Portal is accessible on-line by following the link below:
http://poasmp. fujitsu-poa.co.uk/SMP/files/xtranet%20User%20Guide.htm
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4.3.3. Service Management Portal User Administration
4.3.3.1 Access to the Service Management Portal
Access to the Service Management Portal can be obtained by following the process below. Access
detailed will be emailed directly to the user.
‘Access to the Service Management Portal
User int ssc
4.3.3.2 I Password Resets / Forgotten User IDs
Password Resets / Forgotten User ID requests should follow the process below. Access detailed will be
emailed directly to the user.
Password Reset / Forgotten ID: Service Management Portal
User (MT ssc
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(2)
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4.3.1.3. Technical Support for the Service Management Portal
Any issue or query relating to data within the SMP or usability of the web site which requires technical
support or clarification should be raised as a TfS call.
4.4 Architecture & Capacity Planning
Systems Quality Architecture, Capacity Planning and associated reporting will not form part of the MIS
Service and are covered separately under the (draft) document entitled “HNG-X Systems Quality
Architecture” (ARC/PER/ARC/0001).
4.5 Benchmarking
Benchmarking standards and reporting will not form part of the MIS Service and are covered separately
under the documents entitled “Transaction Time Benchmarking, Joint Working Document’
(SVM/SDM/PRO/0017) & “Counter transaction time performance -— measurement and_ results”
(CS/PER/046).
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5 MI Service Metrics & Associated Liquidated
Damages
The manner in which Service specific SLT / OLT and PM are calculated, monitored and reported to Post
Office are detailed in the Joint Working Document associated with the specific Service.
SLT and OLT specifically relating the Management Information Service are detailed below
5.1 MIS Service Level Targets for which Liquidated
Damages Apply
5.1.1. MIS Bank Analysis Report
Fujitsu Services is contracted to provide the “MIS Bank Analysis Report” in accordance with section
2.1.3.1 of the Management Information Service, Service Description as described in the CCD entitled:
“Network Banking MIS Reports Design” (NB/SDS/008).
5.1.2 Frequency & Delivery of MIS Bank Analysis Report
The MIS Bank Analysis Report will be provided once a week electronically using “Business Objects”
software (or such other software as may be agreed by the Parties in writing from time to time) within one
(1) Working Day after the end of the period covered by the Report, or such later time as Post Office may
specify.
The report is created and is ready for distribution via FTMS every Thursday.
5.1.3 Liquidated Damages associated with MIS Bank Analysis
Report
Should Fujitsu Services fail to deliver the report in accordance with the detail in 5.1.2, liquidated
damages shall be paid to Post Office. These are calculated as follows:
(a) _Liquidated damages (MIS Bank Analysis Report) = (number of Transactions on report in
question/1,000,000) x (number of Working Days report is late x £69.79).
(b) There shall be no Service Level Targets or ARLs in respect of the delivery of the MIS
Bank Analysis Report.
5.2 MIS Service Levels for which Liquidated Damages Do
Not Apply
There are no specific MIS SLTs for which liquidated damages do not apply.
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5.3 MIS Operational Level Targets
Management Information Service has several OLTs, which are detailed in Table One below.
Performance against these OLTs will be tracked by the primary contacts for MIS within Fujitsu Services,
and provided to POL MIS Primary contact on a quarterly basis.
Table One
Report Title OLT
Service Review Book Close of business the 10" Working Day
following the calendar month being reported
APS Client Transaction MIS Close of business the 10" Working Day
following the month being reported
Miscellaneous Data Query Close of business the 5" Working Day
following receipt by Fujitsu Services
Money laundering report Close of business the 5 Working Day
following the period covered by the report
Multiple transactions report Close of business the 5 Working Day
following the period covered by the report
Transaction outcome analysis by I Close of business the 5" Working Day
Branch Report (as described in section I following the period covered by the report
2.1.3 of the MIS, Service Description)
Bank Analysis Report (as described in I Close of business the next Working Day
section 2.3.4 of the MIS_ Service I following the period covered by the report
Description)
Capacity Management Report Timing from Dave please
Correct title from Dave please
MTBF report / doc Timing from Jan
Jan ?
Where circumstances outside the normal course of business impact on the timing of provision of a
Management Information Service report to Post Office then such report shall be provided to Post Office
as soon as reasonably practical after the end of the period covered by the Report. Fujitsu Services shall
notify Post Office as soon as reasonably practicable after becoming aware of circumstances that will
delay preparation or provision of a Management Information Service report.
5.4 Performance Metrics
There are no performance metrics associated with the Management Information Service.
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