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Fujitsu
shaping tem with yeu
Post Office / Fujitsu
Executive Steering Board
23/01/14
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Agenda FUJITSU
Introductions
a
= Context
m@ Terms of Reference
a
Performance Review
@ Run
= Change
e ATOS Transition
* TSS Counter extension
= Bid
™& Finances
=@ Post Office Ltd Update
@ Opportunities/Topics for specific discussion
= Post Office business strategy and underlying IT Strategy/ Enterprise Architecture
= BPMA supporting them building their Horizon/automation archive
= AOB
= Agree topics for presentation
™ Acceptance of T.O.R. and supporting material
m= Frequency of meetings
1 FUJITSU EYES ONLY
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Executive Steering Board Terms of Reference FUJITSU
™ The role of the group is to bring together the technology and business
leadership teams from across the Post Office and Fujitsu to support the
growth agenda.
™ Given the breadth of the transformation agenda, having a direct connection
with the technology and business stakeholders is a key part of driving
change.
@ The group will then:
®@ Actas a point of escalation and provide guidance.
& Shape strategy, understand the business context, especially in the new business areas
such as Home-phone and Energy.
®@ Resolve contention, in particular managing the link between ‘Run’ and ‘Change’
initiatives.
® Support and drive change.
®@ Actas the senior forum to oversee financial and service performance to ensure value.
@ It is the most senior open forum, which will evolve into the primary
technology leadership group in the context of the Towers procurement.
2 FUJITSU EYES ONLY
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Terms of Reference (Cont.) FUJITSU
™ Success will be measured by:
@ Visible reduction in opex directly attributable to initiatives or changes within the
supply footprint.
®@ Tangible growth initiatives directly linked to work of a technology partner.
@ Service Improvement.
@ Strength of Relationship.
= On a monthly basis the group will meet to discuss the following topics:
@ Review highlights, escalations and dashboards for Run, Change, Bid and
Financial Performance.
@ Share and Review strategies and steer the direction of initiatives.
m@ Attendees:
m™ Lesley Sewell, Martin George, Neil Wilkinson, Colin Stuart
m@ Haydn Jones, Paul Patterson, Helen Lamb, Gavin Bell, Peter Thompson,
Simon Rees
™ The group will be chaired by: Lesley Sewell
3 FUJITSU EYES ONLY
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Agenda FUJITSU
Introductions
Terms of Reference
Performance Review
® Run
= Change
e ATOS Transition
* TSS Counter extension
= Bid
@ Finances
=@ Post Office Ltd Update
@ Opportunities/Topics for specific discussion
= Post Office business strategy and underlying IT Strategy/ Enterprise Architecture
= BPMA supporting them building their Horizon/automation archive
= AOB
= Acceptance of T.O.R and supporting material
™ Frequency of meetings
rT]
= Context
a
a
4 FUJITSU EYES ONLY
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Executive Summary - Performance FUJITSU
= Overall, service delivery remains excellent for Horizon, having
delivered our best ever ‘Peak’ performance.
™ HPBB is vastly improved, with the focus now turning to
process quality issues.
= Our Change programme remains on track delivering tangible
components to help drive your business.
5 FUJITSU EYES ONLY
Run: Service Delivery Dashboard SLA Performance
1. SERVICE LEVEL TARGET SUMMARY
Last month's performance —Service Level Targets
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FUJITSU
[Total SLTs — Dec 13
[Total SLTs Nov-13
[Total SLTs Oct-13
Service Green Amber Red
Horizon Service Desk 8 0 0
Engineering Service 4 3 0
Branch Network Services 5 1 0
(Central Network Services 7 0 0
[Data Centre Operations 34 0 0
IPOLSAP 4 0 0
Reconciliation Service 2 0 0
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2. SERVICE
IMPROVEMENT
TRACKER
Upgrade single counter
Epson calls to CatA
Branch network ISDN
backup removal
Migration from BT ADSL
to TalkTalk ADSL
Review Cat C backstop
SLA
Horizon interface —
Postcode Look Up
Holding spare kit in
remote locations
Increase the number of
Branch Incident
Managers
Increase the speed of
gold builds.
Identification
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Run: Service Delivery Dashboard Service improvementsryjitsu
Ensures single counter branches are prioritised as without
printer they cant trade
Opex saving through replacement with ADSL and 2G/3G
backup
Opex savings and quicker support diagnosis through
improved tooling giving better service to branches.
Allows focus on Cat A calls providing greater service to
branches in line with priority.
Improves the day to day usability for all sub postmasters
and service to ebayers
Drives faster response time and improves availability of the
rural network
BIMs respond to recurring issues in branches and trouble
shoot to resolve recurring branch issues. Improves overall
Service above SLA.
Speeds up deployment of a “rebuilt “counter improving
recovery or deployment of equipment in branches.
This tracks the improvements Fujitsu is self funding following meetings and workshops with Post Office, NFSP and
sub Postmasters.
«This consists of Horizon application changes through to service changes such as SLA reclassifications to improve
service to all Post Office stakeholders.
*Homephone and Broadband to be included in future reports
7 COMMERCIAL IN CONFIDENCE
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Run: Service Delivery Dashboard Customer Satisfactionryjitsu
3. CSAT Q1 Q2 Q3 Jul Aug Sep Oct Nov
em y Wie) 13 13 13 13 13 13 13 13 Comments
Overall Scorecard I/8.6/8.9/8.9 I 8.9 I 9.0 I 8.7
y, up fro O
9.1] 8.9/8.9] 9.1 I 8.7 roblem & OBC, 9 scored in Customer
-I - I -] - I = I 8.7 [Ei sUnderlying trend excluding recent security CSAT
Customer Satisfaction is a monthly feedback process where Post Office staff score our
performance against eleven areas of the contract from Operation Business Change,
Release and Change through to Customer Experience. This has recently been widened
to include Security and this year will be further extended to architecture governance.
8 COMMERCIAL IN CONFIDENCE
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Run: HP&BB Performance Improvements FUJITSU
Calls Offered Complaints
30,000
ms Actual Calls Offered eDaily Calls Forecast
20,000 : ~ Tara eerr errant — i= i
ome HHL ly HE Ht “Ht iS a ea
so hn PEEELELELELELELEELELELELE LEE DEEEEEEE:
ee FOS fe ee oe SOW “s os EK otes
PCA20 & Abandonment Rate ASA
~—~-Abandoned Target %
Ys Abandoned (>205) I
—rca20
——PcA20 sta
ed SPP SP PP gh
PP PPP PF PP oS
G RS FF PF SP
Sore pe
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Agenda FUJITSU
@ Introductions
= Context
™ Terms of Reference
m@ Performance Review
™@ Run
= Change
- ATOS Transition
» TSS Counter extension
= Bid
@ Finances
= Post Office Ltd Update
= Opportunities/Topics for specific discussion
= Post Office business strategy and underlying IT Strategy/ Enterprise Architecture
= BPMA supporting them building their Horizon/automation archive
= AOB
= Acceptance of T.O.R and supporting material
™ Frequency of meetings
10 FUJITSU EYES ONLY
Change: Programme Delivery Dashboard — Project Status
Project
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po}
FUJITSU
Project Status
Self Service Kiosk Integration
(CI/ POMS - R9)
R9 (Ext Hours Batch & OSR, Mails
Enablers, Bentley)
R10 (TPM, Smart Card Reader
Service, Smart Metering, Mails
Enablers)
Belfast Refresh
Horizon Anywhere (PoC)
Branch Network Study
SD Exit / SISD Integration
LID Comment
Nov-13 Cl & POMS delivered into Model Office 1/11.
Pilot targetted to start Feb '14.
Delivered successfully in Oct/Nov, working
Oct/Nov -13 on finalising service arrangements and minor
update for OSR messaging .
Plans established to deliver Smart Card
Mar-14 Reader in Mar and Smart Metering / Mails
Enablers in May/June. Delivery progressing
on track.
Delivery on track with TPM (R10) progressing
Various well in LST. Need to move to later Oracle
- Mar 15 ersion has moved completion of migration
0 20/4. Plans under review with PO.
Initial work concluded on PoC, work
tbe suspended pending PO review.
Phase 1 Study progressing and on track with all but 3
24/1/14 out of 16 actions at Green.
jun-14 Project initiated following issue of notice
27/11, working with Atos on plans.
ah) COMMERCIAL IN CONFIDENCE
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Change: Programme Delivery Dashboard —Programme Plans FUJITSU
2014 2015
nos (2014 2015
Programme Oct-Dec I Jan-Mar [ Apr-Jun [ Jul-Sep I Oct-Dec I Jan-Mar I Apr-Jun Oct-Dec] Fan-MarI Aprlun I Jul-Sep [Oct-Dec I Jan-Mar I Aprlun
Forward Release Plans
- Uperades / Maintenance /HNG-X 8.GWS Change POLSAP Changes
FIXED RELEASES (COMMITED) I ECC6.OUpgrade 71356
R9 Ext Hours/ Mails Enablers ao Swindon
Cl Phase 2b/c (Kiosk Integration)
FIXED RELEASES ( OUTLINE PLAN) Other POLSAP Changes
2014 (Spring) / R10 Spal rest > DVLA Fleet Bulk Issue 71355
2014 (Summer)/ R11 [>> vein) bilder > Santander Disc Reports T1301
2014 (Winter) /R12 im) auare)® ECP Mil Reports 71303
(Winter) / Feats ) vesin 7) et Transtrack Tech Refresh CTL
2015 (Spring) / R13 PCI - Load BLE Files cm1380
BELFAST REFRESH (TSS - R & R) Talaris Note Counter ¢
Release 10 - Tivoli Provisioning Auto Matching Gl. Accts 71354
Matching Criteria GL. (71392
Manager & SAN 139
Flexible Planning Bureau
Release 11 -Solaris, M4000, VSD, PreAnnounce Batch Job 71368
Hyper V... anne
CFS Interfaces
Auto Remittance Stock 13
Online Cash - Stock (7138
Migration From Belfast
Release 12 - Oracle 11g
Branch Network Services crs
CFS Development (CGI)
TRANSFORMATION / PIPELINE
Horizon Anywhere Live Operations (Strategic Data Centre)
PO TOWERS / FRAMEWORKS ESD. :
PROCUREMENT / IMPLEMENTATION Environments
Activities to support big} negotiation & : : CFS Test Connectivity (71366
implementation of towers
oR Ee
integration with /transition to towers
Interim Computing
Eee
I Frameworks (Common Digital Platform / Mails Online etc) DC Tower - Design/ Build
12 COMMERCIAL IN CONFIDENCE
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Change: HP&BB Roadmap Summary FUJITSU
Jan-14 Feb-14 Mar-14 Apr-14 May-14 : Jun-14
AgS10 52
AR530
ers ESCROW
deposit
R530 - TBC (March) R540 - TBC
Defects Maintenance release
Features Defects
-Zimbra Netbackup Features
(PCR209)
-Case Management
-Jeopardy — Dynamics
(SP)
-Wholesale changes
(PCR167)
-Targeted Customer
Message
-Price/Product
Catalogue and Comms
changes (PCR370) *
Key
Delivered
In Developm:
In Planning
* Subject to CR
agreement
13
FUJITSU EYES ONLY ©Copyright 2010 Fujitsu Telecommunications Europe Limited
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Agenda FUJITSU
@ Introductions
= Context
™ Terms of Reference
m@ Performance Review
@ Run
m= Change
- ATOS Transition
« TSS Counter extension
=I Bid
@ Finances
= Post Office Ltd Update
= Opportunities/Topics for specific discussion
= Post Office business strategy and underlying IT Strategy/ Enterprise Architecture
= BPMA supporting them building their Horizon/automation archive
= AOB
= Acceptance of T.O.R and supporting material
™ Frequency of meetings
14 FUJITSU EYES ONLY
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Agenda FUJITSU
@ Introductions
= Context
™ Terms of Reference
m@ Performance Review
@ Run
m= Change
- ATOS Transition
« TSS Counter extension
= Bid
@ Finances
= Post Office Ltd Update
= Opportunities/Topics for specific discussion
= Post Office business strategy and underlying IT Strategy/ Enterprise Architecture
= BPMA supporting them building their Horizon/automation archive
= AOB
= Acceptance of T.O.R and supporting material
™ Frequency of meetings
15 FUJITSU EYES ONLY
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Finance Context FUJITSU
Assumption
@ Underlying finance framework for the account covering HNGX and HPBB
contracts is operating effectively and transparently.
e HPBB has some further work to do covering revenue and cost
™ For this forum, we can include content but it will be nothing more than a
restatement, commentary, narrative on the monthly position.
Alternatively
@ A Run-the-Post Office forum should track transaction cost on a per product
per ticket item basis.
@ Pareto analysis will show that 80% of the cost will be skewed towards 20%
of the products. Breaking out this analysis will point to a prioritisation.
@ Investment can then be prioritised towards these products.
@ Invest-to-save.
16 FUJITSU EYES ONLY
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Agenda FUJITSU
Introductions
Terms of Reference
Performance Review
@ Run
= Change
e ATOS Transition
* TSS Counter extension
= Bid
@ Finances
= Post Office Ltd Update
@ Opportunities/Topics for specific discussion
= Post Office business strategy and underlying IT Strategy/ Enterprise Architecture
= BPMA supporting them building their Horizon/automation archive
= AOB
= Acceptance of T.O.R and supporting material
™ Frequency of meetings
rT]
= Context
a
a
17 FUJITSU EYES ONLY
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FUJITSU
shaping tomorrow with you