Filed on behalf of the: Claimant
Witness: Anne Chambers
Statement 1
Exhibits: "ac"
Date made: 14/9/06
IN THE HIGH COURT OF JUSTICE Claim No. HQ05X02706
QUEENS BENCH DIVISION
BETWEEN:
POST OFFICE LIMITED Claimant/Part 20
Defendant
- and -
LEE CASTLETON Defendant/Part
20 Claimant
~
WITNESS STATEMENT OF ANNE CHAMBERS
I, ANNE CHAMBERS of Fujitsu Services, Lovelace Road, Bracknell, Berkshire, RG12
8SN WILL SAY AS FOLLOWS:
1. I am a System Specialist employed by Fujitsu. I have worked for Fujitsu
(previously ICL) since 1978. I have a working knowledge of the computer system
known as Horizon, which is a computerised accounting system used by Post Office
{ ' Limited (the Post Office). For the past 6 years I have been responsible for
investigation of problems which are, or are suspected to be, caused by software
or hardware errors anywhere in the Horizon system. I am authorised by Fujitsu
Services to view extractions of audit data held on the Horizon system and to
obtain system transaction information from the live Horizon system.
2. I make this Witness Statement from facts within my own knowledge unless
otherwise stated. References to page numbers in this Witness Statement are to
page numbers of Exhibit “AC1” to this Witness Statement.
3. 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
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(
supplied, but are unlikely to have any recollection of the information or cannot be
traced. As part of my duties, I have access to these records and I have refreshed
my memory from them.
System Support Centre
4,
Calls from Post Masters relating to potential system problems are initially taken
and logged by the Horizon System Helpdesk (HSH). Business issues, which
include problems with discrepancies when balancing the branch accounts, are
expected to be handled in the first instance by the National Business Support
Centre (NBSC), run by the Post Office. If these helpdesks are unable to resolve
the problem, calls may be passed to the System Support Centre (SSC), the unit in
which I work. I have access to much more detailed system information than do
the other units.
SSC investigation
6.
tH
My initial involvement with the investigation was on 26 February 2004, when call
nce!
reference [62040; was assigned to the SSC (pages 14 and 15). The call
cross-referred several other closed calls being numbers e-0401280325, e-
0401290358, e-0402130267, e-0402250454, e-0402250553 (pages 1 to 11) and
so I read those too, to get a better idea of the problems being reported by the
Marine Drive branch.
I refer to the call log of 25 February 2004, 4.56pm, call reference e-0402251011
(pages 12 and 13). This states “Gil
33700: iphis particular call was raised several days after the event
occurred, by
do not know why they raised this call so long after the event. The Known Error
Log entry quoted did not match the specific symptoms of this instance. Upon
checking further, I found that hundreds of branches had had the same event at
the same time. The cause had already been investigated by another member of
the SSC on 18 February 2004 (call reference e-0402180803 at pages 5 and 6)
and was benign. The event would not have been seen by users at the branches,
mber of the team responsible for monitoring system events. 1
and in no way affected the branch accounts.
On 26 February 2004, I also checked for any central reconciliation report entries
for the branch for the previous 2 weeks which might indicate a system problem.
Various built in checks occur at the end of each day. For example, the gateway
terminal (i.e. the particular computer at the branch through which data is
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10.
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uploaded to the central data centre) will total all the transactions completed on
both terminals during the day. The total is transmitted to the central data centre
and compared with the total transactions received at the data centre from the
branch, to ensure that all transactions recorded at the branch have reached the
data centre. (lf the gateway terminal is not in communication with the second
terminal, the totals are not calculated until communications are restored.’ I ‘Bor how
Pe. You hnes. THE Seastuy CEGBET Loq Doe Nok Shoo
this
Further checks are made when the sub-postmaster has produced the weekly cash
account at the end of the financial week - normally Wednesday. The cash
account lines are produced by processing the entire week’s transactions as
recorded at the branch, the paper copies of the cash account are printed, and the
electronic copy is sent to the data centre. Each day, the gateway terminal has
added up the day‘s transactions according to where they should appear in the
cash account, and summarises them at the end of the week. The data centre also
produces a weekly cash account based on all the transactions received from the
branch during the week. There are therefore effectively three weekly cash
accounts:
a) The official branch weekly cash account;
b) The branch daily account, summarised at the end of the week; and fo
Quon.
c) The data centre weekly cash account. Be
Any differences between any of these will result in one or more reconciliation
Tor agen nol
oad wrth alenr
report entries. Report entries are only produced if there are differences.
—————
I found no reconciliation report entries relating to this branch, indicating that all ¢
transactions recorded at the branch had reached the data centre and had been
included in the official branch cash account. My checks covered at least two!
weeks prior to the investigation, i.e. weeks 47 and 48. (0 im
nt
o
I examined the branch messagestore as at 26 February 2004. This contained,
among other things, all the transactions completed in the previous 34 days, and
any cash, stamp and stock declarations or adjustments made at the branch. I
looked primarily at one of the latest financial weeks - I cannot remember now
whether I checked week 47 or 48.
an
it.
12.
13.
14,
Cheques were handled correctly as far as the system was concerned. I checked
the remittance out of the cheques, which is normally done several times a week,
as the sub-postmaster had reported a problem with this on 10 February (call
reference e-0402130267) (pages 3 and 4). I found that on that one day, the
cheque listing report was not cut off after the day’s cheques had been remmed
out. “Cut off” involves pressing a button on the system to confirm that you have
completed processing of the report, so that when the report is next printed, it will
include only transactions done after the cut-off point. Since the report was not
cut off, when next printed, it still included the cheques that had already been
despatched. I confirmed that the total value of cheques remmed out of the
system equalled the values of cheques received, and so the failure in process did
not cause any financial discrepancy.
Following up a further point from call reference e-0402130267, I noticed that
occasionally, when the branch declared the cash held in the office at the end of
the working day in their overnight cash holding (ONCH) declaration, they did not
always use the same declaration identification number. For example if a sub-
postmaster uses number 01 and enters £10,000 and then changes their number
and uses 11 to record it elsewhere, the system will think that, at that point, the
branch has £20,000 whereas it only has £10,000. If they printed the optional
cash flow report at the end of the week, it would show the sum of the differently
identified ONCH declarations day by day. 1 checked to make sure that, when they
declared the cash as part of the balancing process at the end of the financial
week, they used a single declaration identification number. This was the case.
I went through the cash elements of transactions contained in the branch
messagestore day by day and compared them with the overnight cash
declarations (ignoring any duplicated declarations as described in paragraph 12
above). I expected to find that the cash holding declared by the sub-postmaster
at the end of a day was reasonably close to what he had declared the previous
day, adjusted by the value of the cash transactions recorded on the system during
the day. For example, if at the end of day 1 he was holding £50,000 cash, and
during day 2 recorded transactions showing £6,000 cash received and £5,000
cash paid out, the net cash for the day would be £1,000 received, and so the cash
holding at the end of day 2 should be £51,000. The main reason for making this
check was to see if I could narrow down the source of the discrepancy to a
particular day.
I was surprised to discover that at the end of each day, the cash the branch
declared as being in the drawer was tens, hundreds or thousands of pounds
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astray (sometimes higher, sometimes lower) from what they had recorded on or
(do k No had been recorded by the system. This meant that it was possibile that the sub- . {
A postmaster was not accurately recording all transactions on the system at the
ae N time the cash was physically being put into or taken out of the till. This is not
Novice necessarily a problem, as long as everything is entered and declared correctly by
the end of the financial week. However, it does suggest that they are not working \
vaccurately and it meant I could not link the weekly loss to any particular day.
15. I saw that on 25 February 2004, call reference e-0402250454 (pages 8 and 9) the
clerk reported that their balancing problem seemed to be related to stock being
“remmed in” (i.e. entered on the Horizon system) through the week. Accordingly,
I also looked in particular to see if there could be a problem caused by remming a
in, but I was unable to find anything that suggested that the remming in was
causing the balancing problem. . ’
Conclusion
16. My conclusion was that there was no evidence whatsoever of any system problem.
The continuing losses and calls suggested the Marine Drive branch needed some
business assistance, to identify whether there were any transactions carried out at \
the branch but not appearing correctly on the branch reports, or any failure in \
process. I therefore contacted a colleague, Julie Welsh, in Fujitsu Customer *
Services, and asked her to inform Post Office which she did (page 16). I updated
the call with a summary of my investigation and returned it to HSH, requesting
they contact the sub-postmaster and explain that we had investigated and the
discrepancies were caused by the difference between the transactions they had
I
recorded on the system and the cash they declared, and were not being caused I
« by the software or hardware. !
17. I had investigated and examined whether Horizon could have caused the
discrepancies, either for the specific reasons raised by the Marine Drive branch, or
for various other reasons. J was unable to identify any basis upon which the
Horizon system could have caused the losses. Wher Occurs of
Cranne morte wth lespech le Neda _conkacl$
card Sreck Avy Me,
I believe that the facts stated in this witness statement are truce
Signed ..
ANNE CHAMBERS.
Date. 4 Seek. 2EOG
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Filed on bebalt of the
Exmibits: ACU
Date made 19/06,
Claim No. HQOS5X02706
IN THE HIGH COURT OF JUSTICE
QUEENS BENCH DIVISION
BETWEEN:
POST OFFICE LIMITED Claimant/Part 20
Defendant
- and -
LEE CASTLETON Defendant/Part 20
Claimant
WITNESS STATEMENT OF ANNE
CHAMBERS
BOND PEARCE LLP
Ballard House
West Hoe Road
Plymouth PL1 3AE
‘DX 8251 Plymouth
Ref: SID3.348035.134
Solicitors for the Claimant/Part 20
Defendant
Filed on behail of the Claimant
Anne Chambers.
"ACI"
14/9/06
IN THE HIGH COURT OF JUSTICE Claim No.
QUEENS BENCH DIVISION
BETWEEN:
POST OFFICE LIMITED Claimant/Part 20
Defendant
-and-
LEE CASTLETON Defendant/Part
20 Claimant
on
{ ) EXHIBIT "AC1"
This is the Exhibit marked “AC1” referred to in the Witness Statement of Anne
Chambers dated \L, September 2006.
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Call Details E-0401280325 Page I of I
[ = JPost office Account NWBO04 Archived.1 on vpoceotpoeduoe 27/40/2005
hshpowermartt
Call E-0401280325 ©2002 Fujitsu Services Limited
Status: [Closed Opened:I Wed 28 January 2004 11:13 Affocted Sito: [213337
Severity:]2C Closed: I Wed 28 January 2004 11: FAD/Path Code: I213337
Customer: 1039 No, Counters: I2
Priority:[0 Local / intermediate / Remote:IL CSR/Team: I uk951663 / HSH2
Caller Details
Caller: I Liam Phone: GRO i Site: {213337
Title: [PostMaster Login: Department:
Caller 1D: Location:
Call Problem Details
Product Call Type:]X ProbType: [X17 Problem:
Type:
Problem] Caller states that discrepencys are going through on the system. And this has been the case for 3 weeks in a row. Week
Text:I 1: £1103 down. Week 2: 4230.97 down. Week 3 (today): approx, £2500.
Call Closure Details
Closed: ]28/01/2004 41:21 [ Cause:fous I Repair:[R59__I Resolution: [RS14
Text: ICall Close by Dane Meah: NBSC issue. Transfered for investigation.
Call Asset Details
Asset ID: Description: Serial No:
Product: {Non Horizon Business Description: Non Horizon business Server Name:
OTI Reference: Counter Affected: }1 Associated Reference:
bent ernie
Call Activity Log
IOPEN —- Wed 28 January 2004 11:11 by uk951563 / HSH2 Saved: Wed 28 January 2004 11:13
New call taken by Dane Meah: Caller states that discrepencys are going through on the system. And this has been the
case for 3 weeks in a row. Week 1: £1103 down. Week 2: 4230.97 down. Week 3 (today): approx. £2500.
information Wed 28 January 2004 11:16 by uk951563 / HSH2 Saved: Wed 28 January 2004 11:16
Caller states that these discrepencys have been relevamt to the level of stock currently being held,
Advice — Wed 28 January 2004 11:17 by uk951563 / HSH2 Saved: Wed 28 January 2004 11:17
adv caller that this problem will need to be thoroughly investigated by NBSC before the issue can be investigated as a
software problem.
information Wed 28 January 2004 11:20 by uk951563 / HSH2 Saved: Wed 28 January 2004 11:20
transfered the caller to the NBSC so that the incident could be investigated further.
ICLOSE — Wed 28 January 2004 11:21 by uk951563 / HSH2 Saved: Wed 28 January 2004 11:21
Calll Close by Dane Meah: NBSC issue. Transfered for investigation,
MODIFY Wed 28 January 2004 11:43 by uk059697 / HSH4 Saved: Wed 28 January 2004 11:43
Call information modified by Sandra Hawkins Product ID: from 'PATITH94PTR' to 'Non Horizon Business’ Prod. Descr. 8
from " to 'Non Horizon business’
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Call Details E-0401290358 Page loll
[a
I PH4PatNW801 on 70K
L=_ Post Office Account NWBO1 Archive4.1 on msdc0tpoadb02 27/10/2005 lx]
hshpowermartt
Call E-0401290358 ul ©2002 Fujitsu Services Limited
Status:] Closed Opened: [Thu 29 January 2004 10:26 Alfectod Site: [213337
Severity:[2 C Closed:I Thu 29 January 2004 10:31 I FADIPath Codo:I213337
Customer: 1039 v No. Counters:I2
Priority:[0 Local / Intermediate / Remote:]L CSR/Team:] GB082294 / HSHB
Calter Details
Caller:ILee Phon GRO. I Site:]213337
Title: I PostMaster Login’ Deparment
Caller ID: Location:
Call Problem Details
Product] Call Type:] x ProbType:]XI17 Problem:
Type:
Problem pm reports the is having problems on his system connected to rems, every time he rems in it leaves him with a
Text: discreapncy and he been to the nbsc and back to us and now wants his system investigating a
Call Closure Details
(Closed: [29/01/2004 10:31 I Cause:[cM2 I Repair:[R59__I Resolution: IRS14
Text:I Call Close by Mary Rainbow: pm reports ongoing problems on system with discrepancies - pm transferred to nbsc for further
assistance
Call Asset Detalls
Asset ID: Description: Serial No}
Product:] Non Horizon Business Description: Server Name:I
OT! Reference: Counter Affected:I 1 Associated Reference:
Call Activity Log
OPEN Thu 29 January 2004 10:21 by GB082294 / HSH8 Saved: Thu 29 January 2004 10:26
New call taken by Mary Rainbow: pm reports the Is having problems on his system connected to rems, every time he rems
Init leaves him with a discreapney and he been to the nbsc and back to us and now wants his system investigating
Advice ‘Thu 29 January 2004 10:30 by GB082294 / HSH8 Saved: Thu 29 January 2004 10:30
advised the pm for this to happen he needs to re referred from the nbsc
information Thu 29 January 2004 10:30 by GB082294 / HSH8 Saved: Thu 29 January 2004 10:30
caller transferred to nbsc
CLOSE — Thu 29 January 2004 10:31 by GB082294 / HSH8 Savod: Thu 29 January 2004 10:34
Call Close by Mary Rainbow: pm reports ongoing problems on system with discrepancies - pm transferred to nbsc for
further assistance
A IAAT Veter tet oe ro nt Arn aninainnac
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Call Details E-0402130267 Page I of 2
=
I oat Office Account NWBO1 Archive4.1 on Tpedeo pasdyon: 2711012005
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Call E-0402130267 ©2002 Fujisu Sorvices Limited
Status: Closed Opened: I Fri 13 February 2004 10:46 Alfected Sito: [213337
Severity: [3 B Closed:] Fri 13 February 2004 12:02 FAD/Path Code:] 213337
Customer: [1039 No. Counters:]2
Priority:]0 Local / Intermediate / Remote: L CSR/Team:]UK951605 / HSHS
Caller Details
Caller:ILee Castleton Phone Site: [213337
Title: [PostMaster Login: Department:
Caller 1D Location
Call Problem Details, i
Product Call Type:]S ProbType:ISD13. Problem: I
Type: '
Problem] Marie @ NBSC - PM adv his system fs doubling up cash declarations and cutng off cheques they ail appear tho next
‘ext:Iday
Cail Closure Details I
(Closed: I 19/02/2004 42:02 Causefcas I Repair:[RF1___I Resolution: IRS14
Text:I Call Close by Tony Law: PM states his checques keep carrying over from the day before. advised pm to call back if happens I
again as only happened the once on the 11th and cannot chech event log to see if he cut off as pm rolled over since then. ref
gt {
Call Asset Details I
Asset ID: Description: Serlat No: I
Product: [EPOSS Description:I EPOSS Server Name:
OTI Reference: Counter Affected: I 1 Associated Reference: [h-130451200 0
Call Activity Log
OPEN _Fri 13 February 2004 10:45 by UK951605 / HSH5 Saved: Fri 13 February 2004 10:46 j
New call taken by Tony Law: Marie @ NBSG - PM adv his system is doubling up cash dectarations and cutting off
cheques they still appear the next day
Information Fri 13 February 2004 10:48 by UK9516057/ HSHS Saved: Fri 13 February 2004 10:48
NBSC adv they have: Checked that he is cutting everything off properly, cash figures are being done properly Yo
information Fri 13 February 2004 10:49 by UK951605 / HSHS Saved: Fri 13 February 2004 10:49
PM has insisted ona system check YA
MODIFY F143 February 2007 10°50 By UK951605 / HSHS Savod: Fri 13 February 2004 10:51 !
Call information modified by Tony Law Associated Ref from " to 'h-13045120°
Information Fri 13 February 2004 10:51 by UK951605 / HSHS Saved: Fri 13 February 2004 10:51
Problem has been happenign for 5 weeks I
Information Fri 13 February oT by ISHS Saved: Fri 18 February 2004 10:51
Everytime stock has been remmed in they have had a loss that night, i
Information Fil 13 February 2004 10:87 by URGST6057 HSHS ‘Saved: Fri 13 February 2004 10:54 I
I
Snapshots and txn logs agree with PM's figures
Iinformatiéii Fil 13 February 20041 y UK951605 / HSH5 Saved: Fri 13 February 2004 10:52
PM adv NBSC have done: txn logs, giro banks logs, reconcllations, Rems in/out, stock holding. i
Information Fri 13 February 2004 10:63 by UK95 1605 / HSHS ‘Saved: Fri 13 February 2004 10:53 I
PM adv there is a Sunday dees but no one Is on site to do this on a Sunday. i
Information Fri 13 February 2004 10'54-by UK95 16057 HSH8~—— ‘Saved: Fri 13 February 2004 10:54
‘SU: AA Username: LCA001 Manifested: 5 weeks ago PM adv he did not rem in any stock last week and balanced
erfectly, every week hat he does rem stock In the balance Is wrong
MODIFY “Fri 13 February 2004 1734 By UK9S16087 HSHE Saved: Fri 13 February 2004 11:54
Call information modified by Tony Law Associated Ref: from ‘h-13045120' to 'h-130451200 0"
Escalate Fri 13 February 2004 11:54 by UK951605 / HSH5 Saved: Fri 13 February 2004 11:54 I
escalated to heather dryden
Information Fri 13 February 2004 11:64 by UK951605 / HSH5 Saved: Fri 13 February 2004 11:54
pm states on the cheques listing for the 11th it states all of cheques for the 40th as well. when I got him to go through his.
checks pm sttaed this has happened more than once but when going thorugh his cheques it had actually happened just
the once, pm sttaed he was sure he cut off, so advised I would log all details and to call back if happens again. +”
CLOSE Fri 13 February 2004 12:02 by UK951605 / HSHS Saved; Fri 13 February 2004 12:02
Call Close by Tony Law: PM states his checques keep carrying over from the day before. advised pm to call back if
happens again as only happened the once on the 11th and cannot chech event log to see if he cut off as pm rolled over
cS i
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Call Details B-0402130267 Page 2 of 2
since then. ref given to pm to call back.
MODIFY Mon 16 February 2004 09:51 by 062457 / HSH4 Savod: Mon 16 February 2004 09:53
Call information modified by Elizabeth Smith Call Type: from ‘X' to 'S' Cause: from 'CM2' to 'CQS' Product 1D: from ‘Non
Horizon Business' to 'EPOSS' Repair: from 'R74' to ‘RF 1' Severity: from '2' to '3' ...ete.
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Call E-0402180803 sah aha enya es aed
BEI Closed ues (SASUEER Wed 18 February 2004 14:25 : RET EH PatHo22
I
:
Site: ee
‘Departnént:
Product!
Type:
Fed At approx 1300, The Live TEC was borought down due to an event storm.(1000 events in 30 mins These events were from a number
BG of FAD's - "An error has occured - see aut log for details" Source CASEPOSSDallyRecon, KE
ue) R22
Call Asset Detals
Asset ID: ‘ Description:
Product: oduct *K ‘ iptiontI TES) Sever Name!
OT! Reference: iota et is) 5 #rsss2 Assoolated Referer
INew call taken by Adam Morris: At approx 1300, The Live TEC was borought down due to an event storm.(1000 events in 30 mins
error has red - see audit log for details" Source CASEPOSSDailyRecon, KEL.
information ~ [Wed 18 Febi
_[example F FAD H12712900101 - 14 day app event log 409646 ae
= E
assign
Wed 4 18 3 February 2004 11
JoTi Success
I [Received an Acknowledgement from PINICL PINICL call number is PCO089159
q
au
UPDATE [Wea 18 February 2004 17:29 by PINICL/ ISaved: Wed 18 February 2004 4
I [By John Ballantyne at 18-feb-2004 17:25:00 Category 40 - Incident Under Investigation Audit entry shows ‘DR:Locate!
Error : This key Is already associated with an element of this collection’
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@bfuary 2004 18:23 by uk082042/ SMC1 Saved; Wed 18 February 2004 18:23
iNKED:6All €-0402181136 was updated as follows: The Mastertec Is not updating, cali E-0402180803 is with EDSC.
———_.
ISaved: Wed 18 February 2004 18:
OT! Success
ipdaes to EDSC call.
ISaved: Wed 18 February 2004 19:06
~ [Wed 48 Februbry 2064 20:
[please ignore last 2 updates as wrong call u}
Thu 19 February 2004 10:17 by PINICL/
[By John Ballantyne at 19-feb-2004 09:59:00 Category 40 - Incident Under investigation With the application of product
ICNTR_EPOSS_SCHED 20_1 currently at 7000 Oulets 36% of these the gateways are calling home with a ‘ileal event‘An error has
occurred - see audit log for details’, Date Events Outlets 2004-Feb-03 3 0 2004-Feb-05 2 39 39 5.13% 2004-Feb-06 11 39 28.21%
2004-Feb-07 7 1 40 17.50% 2004-Feb-09 6 40 20.00% 2004-Feb-10 9 40 22.50% 2004-Feb-11 9 40 22.50% 2004-Feb-12 9 40
12.50% 2004-Feb-13 10 40 25.00% 2004-Feb-14 6 40 15,00% 2004-Feb-15 0 3189 3229 0.00% 2004-Feb-16 1505 784 4013,
37.50% 2004-Feb-17 1395 1 4014 34.75% 2004-Feb-18 2515 2877 6891 36.50% We believe this Is product related hence we are not
seeing all offices calling in every d
TIONUSING CURRENT DATE AND TIME By
, 44 - By Graham Jennings - LST RNBGS
Las Category 60 -SIW Fix Released 101
Fri 05 March 2004 17:01 by uk081291 / SMC-MSS-SUPI [Saved: Fri 05 March 2004
[The product CNTR_EPOSS_SCHED was regressed from all the counters that receved the product & a new version has been
released which will target the Ilve estate this weekend, call can be closed - Neil
[Information [Fri 05 March 2004 17: 20 by GB082474 / SMCt
i [please see last update from MSS Support
iv
[CLOSE _IFri 05 March 2004 17:22 by GB082474 / SMC1 : _. saved: Fri 05 March 2004
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Closing call i
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f ) Text:I remmed in through the week
{ Call Closure Details
(Closed: ] 26/02/2004 11:33 I Cause[cas I Repaic[RF1 I Resolution: IRS14
Text:ICall Close by Mary Rainbow: clerk reports problems with the balance that appear to be linked to stock remmed in - clerk will
call back tonight if further assistance required
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Call Details E-0402250454 Page I of 2
I _Post Office Account NWBO1 Archive4.1 on rnsccd'posdbO2 274012005 is]
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Call E-0402250454 ©2002 Fujtsu Services Limited
Status:] Closed Opened: I Wed 25 February 2004 11:03 Aifectod Siler] 213337
Soverity:[3 B Glosed: I Wed 25 Fabruary 2004 11:33 FADIPath Code:] 213337
Customer: 1039 No. Gounters:I2
Priority:[0 Local Intermediate / Remote:[L CSR/Team:I GB082204 / HSHE
Caller Details
Caller: [Christine Phone: Site: 213337
Title: [Clerk Login: Depariment:
Caller ID: Location: I
Call Problem Details I
Product Call Type:]S ProbType:]SD13 Problem i
Type, I
_ Problem clerk reports that they have been having problems on the system when balancing that seems to be related to stock I
i
Call Asset Details
Asset ID; Description: Serial No:
Product: I Riposte Description: Server Name:
OTI Reference: I Counter Affected: I 1 Associated Reference: I
r Call Activity Log
OPEN Wed 2 February 2004 10:44 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:03
New call taken by Mary Rainbow: clerk reports that they have been having problems on the system when balancing that
‘seems to be related to stock remmed in through the week
information Wed 25 February 2004 11:22 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:22
clerk reports that over the past seven weeks they have had losses every week, at one point they had a problem with cash
‘on hand but they was found to be a issue with id numbers and has been resolved
Information Wed 25 February 2004 11:24 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:24
clerk reports that last week when they rolled over they put a loss into suspense account and then took the unit back to trial
balance and came out with a zero net discprency to start the new cap with
Information Wed 26 February 2004 11:25 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:25
clerk reports that she printed a balance snap shot on monday and alll looked okay but since then they have remmed in
some stock which appears to have given then a loss
lAdvice Wed 25 February 2004 11:26 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:26
advised the clerk that she will need to check her stock position for last week and then check her rems in summary, this will ‘
give her the stock she should be holding, thlis figure can then be compared with the stock showing in adjust stock and this i
will highlight any problems with stock on hand
lAdvice Wed 25 February 2004 11:27 by GB082294 / HSHS Saved: Wed 25 February 2004 11:27 I
clerk reports that they were told that checks would be made on the system but she is unsure if this information came from I
nbsc or hsh as she has no names of ref numbers
lAdvice Wed 25 February 2004 11:28 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:28
advised the clerk that we need her to take the unit to trial balance this evening and come back before she rolls over so we
can take down any details she can give us '
Information Wed 26 February 2004 11:29 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:29
clerk reports they usually perform the balance at about 17:30 or maybe before \
Information Wed 25 February 2004 11:30 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:30 \
spoke to Matt Saunders and he suggests call should be passed to someone line Heather Dryden if clerk does call back
wanting further assistance
information Wed 25 February 2004 11:31 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:34
the clerk reports they are working in a shared aa stock unit
information Wed 26 February 2004 11:31 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:31
clerk to call back tonight if further assistance required
CLEAR — Wed 26 February 2004 11:32 by GB0B2294 / HSH8 Saved: Wed 25 February 2004 11:32
clerk to call back if further assistance required, call ref taken
CLOSE Wed 25 February 2004 11:33 by GB082294 / HSH8 Saved: Wed 25 February 2004 11:33
Call Close by Mary Rainbow: clerk reports problems with the balance that appear to be linked to stock remmed in - clerk
$
Call Details E-0402250454
I will call back tonight if further assistance required
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Page 2 of 2
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Call Details E-0402250553 Page I of I
i PH4PatNWB01 o1 °
I —_Post Office Account NWB01 Archive4.1 on msde0tpoadb02 2711012005 Le}
hshpowermartt :
Call E-0402250553 ©2002 Fujitsu Services Limitad
Status:] Closed Opened: I Wed 25 February 2004 12:03 Affected Site: 213337
Severity:]2 C Closed: IWed 25 February 2004 12:12 FAD/Path Code: ]213337
Customer: 1039 No. Counters: ]2
Priority:]0 Local / Intermediate / Remote: I[L CSR/Team:IGB082760 / HSH1
Caller:] Christine Phone Site: [213337
Title:I PostMaster Login: Department
Caller 1D: Location:
Call Problem Details
Product Type: Call Type:]x I ProbType:[XI18 I Problem:]
Problem Text: I NBSC - PM has called the NBSC regarding problems with her balance.
Call Closure Details
Closed:I 26/02/2004 12:12 I Cause:om3 —_ I RepairIR74 I Resolution: ]RS14
Text: I Call Close by Robert Congerton: pmhtce
Call Asset Details
Asset ID: Description: Serial No:
Product: }Non Horizon Business Description: [Non Horizon business Server Name:
OTI Reference:I Counter Affected: I 1 Associated Reference:I
Call Activity Log
OPEN Wed 25 February 2004 11:56 by GB082760/ HSH1 Saved: Wed 25 February 2004 12:03
New call taken by Robert Congerton: NBSC - PM has called the NBSC regarding problems with her balance.
information Wed 25 February 2004 12:09 by GB082760 / HSH1 Saved: Wed 26 February 2004 12:09
PM called in at 11:03 today regarding problems with her balance. Advised NBSC that the agent advised the PM to call
back in tonight when they have a net discrepancy on the cash account.
ICLEAR Wed 25 February 2004 12:12 by GB082760/ HSH1 Saved: Wed 25 February 2004 12:12
pmhtec
ICLOSE Wed 25 February 2004 12:12 by GB082760/ HSH1 Saved: Wed 25 February 2004 12:12
Call Close by Robert Congerton: pmhtee
MODIFY Wed 25 February 2004 13:30 by uk059697 / HSH4 Saved: Wed 25 February 2004 13:31
Call information modified by Sandra Hawkins Cause: from 'CM1"' to 'CM3' Product ID: from 'EPOSS-Cash Account' to ‘Non
Horizon Business’ Prod. Descr.: from " to 'Non Horizon business’ Problem Type: from 'Xi06' to 'X118"
MODIFY Thu 26 February 2004 08:47 by GB082302 / HSH4 Saved: Thu 26 February 2004 08:47
Call information modified by Kevin Brewer Repair: from 'R58' to 'R74"
LCAS0001265
LCAS0001265
Call Details E-0402250553 Page Loft
fl
x PH4PatNWB01 on "
I — post Office Account NWBO01 Archived.1 on msdc0poadb02 271012005 ls}
hshpowermartt
Call E-0402250553 ©2002 Fujitsu Services Limitod
Status: I Closed Opened: IWed 26 February 2004 12:03 Allected Site: [243337
Severity:I2C Closed: [Wed 25 February 2004 12:12 FADIPath Code:] 213337
Customer: [1039 No. Counters:[2
Priority:I0 Local / Intermediate / Remote: ]L CSR/Team: I GB082760 / HSH1
Caller Details
Caller:I Christine Phon ! Site:]213337
Title: I PostMaster Login: Department
Caller 1D: Location:
Cali Problem Details
Product Type:I I Cali type: [x _ I ProbType:[XI18 I Problern}}
Problem Text: [NBSC - PM has called the NBSC regarding problems with her balance.
£ ) Call Closure Details
( Closed:]26/02/2004 12:12 I Cause:[om3 I Repair [R74 I Resolution: [R814
Text:I Call Close by Robert Congerton: pmhtcc I
Call Asset Details
Asset ID: Description: Serial No!
Product: [Non Horizon Business Description: I Non Horizon business Server Name:
OTI Reference: Counter Affected: I 4 Associated Reference: I
I
Call Activity Log
OPEN — Wed 25 February 2004 11:56 by GB082760 / HSH1 Saved: Wed 25 February 2004 12:03
New call taken by Robert Congerton: NBSC - PM has called the NBSC regarding problems with her balance. {
Information Wed 25 February 2004 12:09 by GB082760 / HSH1 Saved: Wed 25 February 2004 12:09 i
PM called in at 11:03 today regarding problems with her balance. Advised NBSC that the agent advised the PM to call I
back in tonight when they have a net discrepancy on the cash account.
CLEAR — Wed 26 February 2004 12:12 by GB082760 / HSH1 Saved: Wed 25 February 2004 12:12 1
pmhtec I
ICLOSE — Wed 25 February 2004 12:12 by GB082760 / HSH1 Saved: Wed 26 February 2004 12:12 {
Call Close by Robert Congerton: pmhtcc I
IMODIFY Wed 26 February 2004 13:30 by uk059697 / HSH4 Saved: Wed 25 February 2004 13:34
Call information modified by Sandra Hawkins Cause: from ‘CM1" to 'CM3" Product ID: from 'EPOSS-Cash Account to ‘Non
Y Horizon Business’ Prod, Descr.; from " to 'Non Horizon business’ Problem Type: from "XI06" to "XI18"
MODIFY Thu 26 February 2004 08:47 by GB082302 / HSH4 Saved: Thu 26 February 2004 08:47
Call information modified by Kevin Brewer Repair: from 'R58' to 'R74"
>»
LCAS0001265
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Call Details E-0402251011 Page I of 2
L=" Post Office Account NWBO1 Archived.t on vnedcatponavos. 27/10/2005 lx]
fshpowermartt -
Call E-0402251011 ©2002 Fujitsu Services Limited
Status: [Closed Opened: I Wed 25 February 2004 16:56 Aileoted Site:]213337
Severity:[3 B Closed: I Thu 26 February 2004 12:45 FAD/Path Code: I PATHO22
Customer: I PATHWAY No, Counters:] 2
Priority:[0 Local / Intermediate / Remote:IL CSR/Team:I uk08 1265 / SMC1
Caller Details
Caller: I Niall Vincent Phone:! GRO. i Site: ]213337
Title] SMC. Login: Department
Caller ID: Location:
Call Problem Details
Product] PTO3 Call Type:]S. ProbType:]SD11 Problem!
Type:
Problem Crea event seen @ 13..00.36 18/02/04 on H21333700101 stating ‘Error message. An error has occurred = see the
‘ext: I audit log)
Call Closure Details
Closed:]26/02/2004 12:45 [ Cause:jo21 I Repair:[Rc8___I Resolution: ]RS0B
Text:I Call Close by David Martin: HSH have logged call E-0402251077 and progressed call to SSC - no further action for SMC so
closing call, no aciton taken.
Call Asset Detalis
Asset ID: Description: Serial No:I
Product: I PATICLX365/400B Description: I Multi Counter Gateway 400 - Live PO Sites Server Name: I
OT! Reference: Counter Affected:] 4 Associated References I
Call Activity Log }
OPEN Wed 25 February 2004 16:53 by uk084204 / SMC1 Savod: Wed 25 February 2004 16:56
New call taken by Niall Vincent: Critical event seen @ 13..00.36 18/02/04 on H21333700101 stating ‘Error 1
message. An error has occurred = see the audit log’ 3 1
IKEL Ref No. Wed 25 February 2004 16:58 by uk084204 / SMC1 Saved: Wed 25 February 2004 16:58
KEL Reference: Stephenson5630V
information Wed 25 February 2004 17:00 by uk084204 / SMC1 Saved: Wed 25 February 2004 17:00
Downloading event logs for progression 415380 application, 415382 system & 415382 Secuirly
IREASSIGN —- Wed 26 February 2004 17:11 by uk084204 / SMC1 Saved: Wed 25 February 2004 17:12
Call # €-0402251011 was Reassigned from Niall Vincent, Group SMC1 to Kuljinder Bhachu, Group HSH6
IOPEN_CALL_TS Thu 26 February 2004 09:26 by uk081216 / HSH6 Saved: Thu 26 February 2004 09:27
Open Calls Troubleshoot (Affected Site:213337)
IOPEN_CALL_TS Thu 26 February 2004 09:28 by uk081216 / HSH6 Saved: Thu 26 February 2004 09:29
Open Calls Troubleshoot (Affected Site:213337)
Information , Thu 26 February 2004 09:35 by uk081216 / HSH6 Saved: Thu 26 February 2004 09:35
MC, I have raised a FAD FAD call for this site that ha been progressed to EDSC as the P.O had been
expetiencing large descrepencies. you may want to close this call. Spoke to Dave G. Neil Vincent also aware of this
call. Cheers.
REASSIGN —Thu 26 February 2004 09:40 by uk081216 / HSH6 Saved: Thu 26 February 2004 09:40
Call # £-0402251011 was Reassigned from Kullinder Bhachu, Group HSH6 to Group SMC1 voiced Dave G,
REASSIGN —Thu 26 February 2004 11:42 by uk084203 / SMC1 Saved: Thu 26 February 2004 11:42
Call # £-0402251011 was Reassigned from Group SMC1 to David Martin, Group SMC1
JOPEN_CALL_TS Thu 26 February 2004 12:21 by uk081265 / SMC1 Saved: Thu 26 February 2004 12:22
Open Calls Troubleshoot (Affected Site:213337)
lOPEN_CALL_TS Thu 26 February 2004 12:40 by uk081265 / SMC4 Saved: Thu 26 February 2004 12:40
Open Calls Troubleshoot (Affected Site:213337)
JOPEN_CALL_TS Thu 26 February 2004 12:44 by uk081265 / SMC1 Saved: Thu 26 February 2004 12:44
Open Calls Troubleshoot (Affected Site:213337)
ICLEAR Thu 26 February 2004 12:44 by uk081265 / SMC1 Saved: Thu 26 February 2004 12:44
HSH have logged eal E-0402251077 and progressed call fo SSC -no further action for SMC so closing cal, no
aciton taken,
ICLOse Thu 26 February 2004 12:45 by uk081265 / SMC1 Saved: Thu 26 February 2004 12:45
Call Close by David Martin: HSH have logged call E-0402251077 and progressed calll to SSC - no further action for
SMC so closing calll, no aciton taken.
MODIFY Mon 01 March 2004 11:33 by uk059697 / HSH4 Saved: Mon 01 March 2004 11:33
(2
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Call Details E-0402251011 Page 2 of 2
LL Call information modified by Sandra Hawkins Resolution Method: from "S05 to 'RSO8"
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rc 1 of 2
Call Details E-0402251077
I [x I 3
El Office Account NWBO1 Archived.1 on eietcotneeabo. 27/10/2008 ie
hshpowermartt
Call E-0402251077 ©2002 F yjlsu Services Limited
Siatus: [Closed Opened: I Wed 25 February 2004 17:33 Allociod Site:]213907
Severity:[3 B Closed: I Sat 28 February 2004 11:32 FADPath Coda I 213337
Customer: 1039 No. Counters:I2
Priority: 0 Local Intermediate / Remote:IL CSR/Teant fuk081216/ HSHE
Caller Details
Callers] Kul Phone] GRO. Site: 21397
Title: Login Department
Caller 10: Location
Call Problem Details
Product Type:IPTO3 I Call Types I ProbType:[SD13 I Problem:]
Problem Text:[pm reporting that they are getting large descpencies for the last few weeks.
Call Closure Details
[Closed:I 28/02/2004 11:32 I Cause[ces I Repair[R74__ I Resolution: [RS13
Text:I Call Close by Kuljinder Bhachu: sussanna has spoken to the pm, explained that there was no software problem found.
explained that this office has been alerted to julie welsh for the descrepencies problem. pmhtcc.
Call Asset Details
Asset 1D: Description: Serial No:
Product: I PATICLX365/400B Description:I Multi Counter Gateway 400 - Live PO Sites Server Name!
OT! Reference: [PC0099954 Counter Affected: I 1 Associated Reference;
Call Activity Log
IOPEN Wed 25 February 2004 17:30 by uk081216 / HSH6 Saved: Wed 25 February 2004 17:33
New call taken by Kuljinder Bhachu: pm reporting that they are getting large descpencies for the last few weeks.
IContacted Wed 25 February 2004 17:36 by uk081216 / HSH6 Saved: Wed 25 February 2004 17:36
looking at closed calls for this site , there have been a number gf calls logged regarding descrepencies. NBSc have
been in contact with the pm and can not fi iser error. Se
IContacted Wed 25 February 2004 17:37 by uk081216 / HSH6 Saved: Wed 25 February 2004 17:37
spoke to Sandra @ NBSC on 01226274511 regarding this issue, Checked tivoll events and health checked. Site is
health checking ok.
Information Wed 25 February 2004 17:39 by uk081216 / HSH6 Saved: Wed 25 February 2004 17:39
Critical event seen @ 13..00.36 18/02/04 on 21333700101 stating 'Error message. An error has occurred = see the
audit fog’
IKEL Ref No. Wed 25 February 2004 17:40 by uk081216 / HSH6 Saved: Wed 25 February 2004 17:40
KEL Reference: Stephenson5630V
information Wed 25 February 2004 17:40 by uk081216 / HSH6 Saved: Wed 25 February 2004 17:40
Downloading event logs for progression 415380 application, 415382 system & 415382 Secuirty
Information Wed 26 February 2004 18:07 by uk081216 / HSH6 Saved: Wed 25 February 2004 18:07
Previous history in calls -0402130267; 6-0401290358; e-0401280325; e-0402250553; ¢-0402250454
[Contacted Wed 25 February 2004 18:09 by uk081216 / HSH6 Saved: Wed 25 February 2004 18:09
‘spoke to pm, who advises that the problem with the CA started ever since the BT engineer came to move the BT box for
the preperation for the installation of ADSL,
information Wed 25 February 2004 18:11 by uk081216 / HSH6- Saved: Wed 25 February 2004 18:11
user name CTROO1 and CRT002 Other bal users LCA001 and LCA002 stock unit aa balance on wednesday after 17.30
IRecommend Wed 25 February 2004 18:14 by uk081216 / HSH6 Saved: Wed 25 February 2004 18:14
could ssc please investigate why this P.o Is experiencing large descrepencies ever since BT engineer has moved BT
box in preperation for ADSL install. Kel ref given as possible problem, NBSC have said there is no user error, Thank you
[Open OT! Wed 25 February 2004 18:16 by SYSADM / ASTEA Saved: Wed 25 February 2004 18:16
Automatic Open OT! ***Updated by Kuljinder Bhachu at 25/02/2004 18:16:44
IREASSIGN Wed 25 February 2004 18:16 by uk081216 / HSH6 Saved: Wed 25 February 2004 18:16
Call # E-0402251077 was Reassigned from Kuljinder Bhachu, Group HSH6 to Group EDSC1
JOT! Success New call sent to PINICL
OTI Success Received an Acknowledgement from PINICL PINICL call number is PC0099954
UPDATE — Thu 26 February 2004 09:48 by PINICL / Saved; Thu 26 February 2004 09:48
By Barbara Longley at 26-feb-2004 09:41:00 Category 40 - Incident Under Investigation Prescan: Assigning call to Anne
Chambers in EDSC,
UPDATE 1u 26 February 2004 14:24 by PINICL / Saved: Thu 26 February 2004 14:24
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Call Details E-0402251077 Pape 2 of 2
By Anne Chambers at 26-feb-2004 13:12:00 Category 40 - Incident Under Investigation KEL quoted is irrelevant «if the
audit log had been checked, it would have shown a different error message. The event was parl of a storm which
occurred over the estate that night as a result of a faulty software fix, and has nothing to do with the discrepancies
OTI_CLOSE Thu 26 February 2004 15:48 by PINICL7 Saved. Thu 26 February 2004 15:48
+ NO TRANSACTION DATE AND TIME WAS PROVIDED FOR THIS ACTION USING CURRENT DATE AND TIME By
Anne Chambers at 26-feb-2004 15:16:00 Category 94 - Advice and guidance given I have checked varlous things on tho
system. Alll the internal reconciliation checks are ok. Cheques are being handled correctly (except for 10th Feb when the
clerk forgot to cut off the report - but this didn't cause a discrepancy), Cash declarations look ok, they usually use drawer
id 11. Occasionally they have used a different drawer id, this can lead to amounts apparently doubling on the cash flow
report, and should be avoided. But again it will not cause a discrepancy. Checking the cash transactions on the system
against the declarations, shows that they are not working particularly accurately (i.e. at the end of the day the cash they
dectare In the drawer is tangy Randrege OF rouse isvastray'fronrwhat has been recorded on the system). It is
possible that they are not accurately recording all transactions on the system. Thera is no evidence whatsoever of any
system problem. I've mentioned this outlet to Julie Welsh (Customer Services) wifa will ly To get POL to folow Itup, Dut
\in-tteTmeantimeplease tell the PM that we have investigated and the discrepancies are caused by the difference
between the transactions they have recorded on the system and the cash they have declared, and are not being caused
by the software or hardware.
IREASSIGN Thu 26 February 2004 15:48 by PINICL/ Saved: Thu 26 February 2004 15:48
OT! monitor reassigned this call from PINICL to the Action Group HSH6 as directed by the OTIReturn activity
OT! Success OT! monitor reassigned this call from PINICL to the Action Group HSH6 as directed by the OTIReturn activity
OTI Success Received call closure from PINICL
1004 16:31 by uk952022 / HSHS Savod: Fi 27 February 2004 15:31
Pim is requesting update
Advice Fri 27 February 2004 16:32 by uk952022/ HSH8_ Saved: Fri 27 February 2004 15:32
Advised as per last narrative that there Is no evidence to suggest the discrepencies are caused by h/w or s/w error.
Advice Fri 27 February 2004 15:34 by uk952022 / HSH5 Saved: Fri 27 February 2004 15:34
‘Advised Pm as per last narrative that Julie Welsh (customer services) had been made aware of FAD and that she will try
and get POL to follow it up
information Sat 28 February 2004 11:26 by uk081216 / HSH6 ~ Saved: Sat 28 February 2004 11:26
suzzanna has spoken to the pm, explained that there was no software problem found. explained that this office has been
alerted to julle welsh for the descrepencies problem. pmhteo.
CLEAR —Sat 28 February 2004 11:30 by uk081216/HSH6 ~ Saved: Sat 28 February 2004 11:30
suzzanna has spoken to the pm, explained that there was no software problem found, explained that this office has been
alerted to julie welsh for the descrepencies problem. pmhtec.
CLOSE —_—Sat 28 February 2004 11:31 by uk081216 / HSH6 ~ Saved: Sat 28 February 2004 11:32
Call Close by Kuljinder Bhachu: sussanna has spoken to the pm, explained thal there was no software problem found.
explained that this office has been alerted to julle welsh for the desorepencies problem. pmhtcc.
etn we Learn taianinnne
LCAS0001265
LCAS0001265
Richard,
I have had a chat with Anne, she used the message store viewing Lo
investigate this. If you want copies of extracts for the particular
incorrect declarations please submit an ad hoc request requesting this
information. Hope this helps, see below:
NO TRANSACTION DATE AND TIME WAS PROVIDED FOR THIS ACTION USING CURRENT
DATE
AND TIME By Anne Chambers at 26-feb-2004 15:16:00 Category 94 ~ Advice and
guidance given I have checked various things on the system. All the
internal
reconciliation checks are ok. Cheques are being handled correctly (except
for 10th Feb when the clerk forgot to cut off the report - but this didn't
cause a discrepancy). Cash declarations look ok, they usually use drawer id
11, Occasionally they have used a different drawer id, this can lead to
amounts apparently doubling on the cash flow report, and should be avoided.
But again it will not cause a discrepancy. Checking the cash transactions
on
the system against the declarations shows that they are not working
particularly accurately (i.e. at the end of the day the cash they declare
in
the drawer is tens, hundreds or thousands of pounds astray from what has
been recorded on the system). It is possible that they are not accurately i
recording all transactions on the system. There is no evidence whatsoever i
of
any system problem. I've mentioned this outlet to Julie Welsh (Customer
Services) who will try to get POL to follow it up, but in the meantime
please tell the PM that we have investigated and the discrepancies are
caused by the difference between the transactions they have recorded on the
system and the cash they have declared, and are not being caused by the
software or hardware.
Julie Welsh
Service Delivery Manager HSH
Business Service Management, Post Office Account
FUJITSU SERVICES
Lovelace Road
Bracknell
Berks
RG12 8SN
Tel:
Mob :
Fax:
Internal: ‘GRO
Internal:
A
Oo
E-mail: julie. welshi_
Web: <http: //services. fujitsu. com>
Please note change of e mail address with effect from 1st April 2004 to:
julie.welsh: .
Fujitsu Services Limited, Registered in England no 96056, Registered Office
26, Finsbury Square, London, EC2A 1SL
This e-mail is only for the use of its intended recipient. Its contents
are
subject to a duty of confidence and may be privileged. Fujitsu Services
does not guarantee that this e-mail has not been intercepted and amended or
that it is virus-free.