FUJ00122273
FUJ00122273
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a)
and 5B, MC Rules 1981, r 70)
Statement of Andy Paul Dunks
Age if under 18 Over 18 (If over 18 insert ‘over 18')
This statement (consisting of -6-- pages each signed by me) is true to the best of my knowledge and
belief and I make it knowing that, if it is tendered in evidence, I shall be liable to prosecution if I have
wilfully stated in it anything which I know to be false or do not believe true.
Dated the 28th dayof June 2006
Signature
I have been employed by Fujitsu Services, Post Office Account, formally ICL Pathway Ltd.,
since the 11" March 2002 as an IT Security Analyst where I am involved in IT Security for the
Post Office Account I am authorised by Fujitsu Services to undertake extractions of audit data
held on the Horizon system and to obtain information regarding system transaction information
processed on the Horizon system.
I have been asked to provide details and information on the reports of monitor faults, polling
failures, equipment failures and calls for advice and guidance logged by the Horizon System
Helpdesk recorded during the period 1st August 2004 to the 21st December 2005 for the
Torquay Road Post Office — FAD (Financial Accounting Division) Code 140114
I have reviewed the helpdesk calls pertaining to this office and during the period 1st August
2004 to the 21st December 2005 there were 35 calls from Torquay Road Post Office - FAD
Code 140114 to the Helpdesk. I am of the opinion that none of these calls relate to faults which
would have had an effect on the integrity of the information held on the system.
Details and an overview of the calls are given in date order below:
Mon 18 October 2004 09:12 Call Reference E- 0410180204 — labels are not feeding through.
Resolution: swapped printer, tested ok
Mon 08 November 2004 15:47, Call Reference E- 0411080883 — caller states that pinpad on
node 2 bleeps 2 or 3 times when key is pressed instead of just once and then the message
transaction cancelled appears on horizon screen. Resolution: reinstalled pinpad, now ok.
Signature Signature witnessed by
CSO11A (Side A) Version 3.0 11/02
FUJ00122273
FUJ00122273
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
Thu 09 December 2004 16:13, Call Reference E- 0412091037 — pm says that there is a coin
jammed in the printer Resolution: REPLACED printer - TESTED AND WORKING OK
Mon 20 December 2004 14:47, Call Reference E- 0412201125 — Network Banking
Transactions are being declined.. Resolution: (There was a master call raised for this as it
affected a number of offices, it was due the system being unable to cope with the large
numbers of network banking transactions at a certain time of the day. The system was
upgraded which overcame this issue.)
Sat 29 January 2005 09:03, Call Reference E- 0501290104 — pm states that he would like to
now when the high value stamps will arrive. Resolution: referred Postmaster to NBSC
(Network Business Support Centre).
Wed 02 February 2005 09:17, Call Reference E-0502020160 — pm (Postmaster) states that
cp (counter Printer is not printing and has red light flashing. Resolution: REPLACED printer,
TESTED OK
Wed 02 February 2005 10:44, Call Reference E-0502020314 — The Pm states the cp on node
1 keeps wering after its finished printing labels. Resolution: I advised the PM to clean the slip
load tray and then try a test print and it now works ok.
Tue 22 February 2005 12:18, Call Reference E-0502220483 — pm states that the counter
printer has a jammed label. Resolution: unit cleaned and reset, printer is now printing labels
fine.
Tue 22 February 2005 16:35, Call Reference E-0502220714 — PM states that CP is Jamming.
Please see previous call E-0502220483. Resolution: Printer replaced.
Thu_17 March 2005 14:16, Call Reference E-0503170738 — PM states that CP is not
accepting labels and keeps jamming. Resolution: REPLACED CP DUE TO NOT PRINTING
LABELS.
Sun 17 April 2005 04:11, Call Reference E-0504170007 — Critical event received for node
H14011400102 on the 17-04-05 @ 03:50:28. . Event text reads, ‘The Smartcard Cache service
terminated with service-specific error’. Resolution: Manually re-started SCCache service.
Signature Signature witnessed by
CSOt1A Version 3.0 11/02
FUJ00122273
FUJ00122273
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
Mon 06 June 2005 15:06, Call Reference E-0506060801 - Counter 2s printer not printing
postage labels. PM said he did all the checks before calling in, hence no room for
troubleshooting. Resolution: Printer replaced.
Wed 08 June 2005 11:11, Call Reference E-0506080340 — PM states he has been locked out
of the system. Resolution: pm states that he has been locked out of his system, referred to
nbsc.
Wed 20 July 2005 13:20, Call Reference E-0507200444 — caller states that he has had some
cash shortages. Caller send back a rem of £34000 and snapshot showed bal of; £44000,00.
Resolution: caller referred to NBSC for guidance.
Fri 22 July 2005 10:13, Call Reference E-0507220250 — PM states his balance continuously
shows the wrong amount. NBSC said PM is doing the transactions correctly. Resolution:
Balance comes up incorrectly. NBSC said he is doing the transactions correctly. call needs to
go through NBSC tier2 before we can investigate.
Mon 25 July 2005 09:01, Call Reference E-0507250156 — PM states that he keeps having
cash discrepancies and has called in several times regarding this. Resolution: Transferred PM
through to NBSC.
Wed 27 July 2005 10:16. Call Reference E-0507270229 PM states that he has a H ref no.
Resolution: referred to NBSC.
Thu 28 July 2005 14:30, Call Reference E-0507280670 — PM states that the CP on node 1 is
printing faintly. Resolution: Printer replaced.
Thu_11 August 2005 11:52, Call Reference E-0508110512 — PM states online services
unavailable. Resolution: PM rebooted and health check carried out, online services are back
up and running.
Tue 17 August 2004 09:55, Call Reference E-0408170324 — pm has a frozen screen on node
2.
Resolution: PM talked through reboot, caller hung up after refusing to do any further checks.
Signature Signature witnessed by
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FUJ00122273
FUJ00122273
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
Fri 20 August 2004 10:15, Call Reference E-0408200321 — Pm has no online services.
Resolution: online services down due to gateway being switched off, advised to power up
gateway to resolve.
Eri_20 August 2004 11:05, Call Reference E-0408200467 - Fad non polling, please
investigate.
Resolution: Unable to reboot, site closed today.
Fri 20 August 2004 18:22, Call Reference E-0408201231 Critical event received for node
H14011400101 on the 20-08-04 @ 16:04:40. Classification = NT_Error, Source = KMRX, NTID
= 786. Event text reads, 'KMRX Riposte Error 1722. The RPC server is unavailable. (0x6BA)
RiposteCloseMessagePort.'. Resolution: Node remotely rebooted and monitored for any
further events.
This is a known error which is automatically generated and a description of the symptoms,
problem and solution are kept on the KEL (Known Error Log) database ref: KEL MWright1245K.
Mon 23 August 2004 16:56, Call Reference E-0408231802 — pm is rebooting and has the lost
pmmc activated. Resolution: advised pm to cancel and carry on as normal, pm has entered
card and pin and is happy to continue.
Thu_01 September 2005 09:57, Call Reference E-0509010423 — Counter 3s printer not
printing postage labels and giros. Troubleshooting has made no difference to the problem.
Resolution: Printer replaced.
Fri 02 September 2005 08:30, Call Reference E-0509020060 — Discrepancies - numerous
amounts showing. Resolution: referred to nbsc.
Mon 12 September 2005 14:13, Call Reference E-0509120855 — pm states that the pin pad
keeps declining transactions. pm has rebooted due to this to no avail. Resolution: replaced pin
pad.
Tue 20 September 2005 12:30, Call Reference E- 0509200452 — PM states that he has online
services unavailable. Resolution: advised to reboot gateway, PM states that online services
Signature Signature witnessed by
CSOt1A Version 3.0 11/02
FUJ00122273
FUJ00122273
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
are now ok.
Eri 23 September 2005 09:10, Call Reference E- 0509230122 — Pm states that the counter
printer is not printing postage labels properly as they are not feeding through. Resolution:
Printer replaced and tested ok.
Thu 27 October 2005 14:36, Call Reference E- 0510270594 — PM states that they need a
new printer for node 3, it doesn’t work with labels. Resolution: Printer replaced.
Wed 16 November 2005 14:17, Call Reference E- 0511160611 — pm states that he is having
problems with branch trading. Resolution: pm states that he is having problems with branch
trading referred nbsc.
Thu 24 November 2005 12:29, Call Reference E- 0511240526 — pin pad does not 'beep' when
selecting numbers on pad. Resolution: walked through reinstalling pin pad.
Fri 25 November 2005 14:18, Call Reference E- 0511250638 — Maidstone area intervention
office. A PM has numerous losses over months, He has made them good, He has £3000 pound
shortage this month, She claims the system is wrong. Resolution: Intervention officer states
that PM is going to get solicitors in regarding losses. Advised this is a business issue and will
need to contact NBSC.
Eri_ 25 November 2005 14:26, Call Reference E- 0511250643 — PM reports that she has
balancing issues and wants them checked out. Resolution: balancing issue. Advised to check
with tier 2 at NBSC before we can investigate.
Tue 06 December 2005 09:38, Call Reference E- 0512060177 — PM states that PinPad is not
sue Wi December 2ty 09:90,
responding. Resolution: advised to reinstall.
The calls E-0504170007, E-0408201231, referrer to a “critical event”. The term critical is the
comparative level of attention required to generate remedial action. It refers to the level of
attention required on a grading system for example critical high level of attention or warning
would be medium level of attention. These critical events occurred outside the Post Office
opening times and a standard action of a reboot of the system, which would also highlight any
Signature Signature witnessed by
CSOt1A Version 3.0 11/02
FUJ00122273
FUJ00122273
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
further issues, was undertaken and repaired the problem and confirmed stability of the system.
I should add that this area is not my particular area of expertise. I have a general knowledge of
these procedures and have made the comments above to aid the court.
At various times on the 28" June 2006 hardcopy printouts of the 28 calls detailing the
information recorded on the helpdesk database for the required date period were produced. I
now produce the hardcopy printouts as Exhibit APD/01.
Any records to which I refer in my statement form part of the records relating to the business of
Fujitsu Services. These were compiled during the ordinary course of business from information
supplied by persons who have or may reasonably be supposed to have personal knowledge of
the matter dealt with in the information supplied, but are unlikely to have any recollection of the
information or cannot be traced. As part of my normal duties, I have access to these records.
Signature Signature witnessed by
CSOt1A Version 3.0 11/02