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PERSONAL AND IN CONFIDENCE
Mr Lee Castleton
Post Office® Marine Drive branch
_GRO
06.05.04
Dear Lee
Please find enclosed the following:
e Copy of — Suspension letter — dated 23.03.04
e Copy of - Reasons to urge letter — dated 26.04.04
e Copy of e-mail from Fujitsu and logs of calls to Network Business
Support Centre and HSH
e Copy of e-mail from Andrew Price
e Copy of Horizon System User Guide, Office Administration,
System failure Subsections 12 and 13
e Copy of Audit report
Yours sincerely
Cath Oglesby
Retail Line Manager
Post Office Ltd
Operations
Page 1 of 2
2404
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Page 2 of 2
Re: SUSPENSION OF CONTRACT FOR SERVICES
PERSONAL AND IN CONFIDENCE
Mr Lee Castleton
Post Office® Marine Drive branch
2405
Opened Closed Affected Site Prow Closure Text Resolution
€-0401280325 I 28-Jan-04 213337 Caller states that discrepencys are Call Close by Dane Meah: NBSC_
going through on the system. And this] issue. Transfered for investigation.
has been the case for 3 weeks In a
row, Week 1: £1103 down. Week 2:
4230.97 down. Week 3 (today):
approx. £2500.
E-0401200358 I 29-Jan-04 29-Jan-04 213337 I pm reports the Is having problems onI Call Close by Mary Rainbow: pm RSi4
his system connected to rems, every I reports ongoing problems on system
time he rems in it leaves him with a I with discrepancies - pm transferred to
discreapncy and he been to the nbsc nbsc for further assistance
and back to us and now wants his
system investigating
£-0402020111 2-Feb-04 2-Feb-04 213337 cath nbsc) pm states thathe has [Call Close by Ben Horseman: counter RS13
desktop intialisation failed on node 2.I 2 successfully rolled out at release
date 2.9
£-0402130261 13-Feb-04 13-Feb-04 213337 pm states that he has aremissue I Cail Close by John Lockyear: pm has RS14
anbsc issue
€-0402130267 I 13-Feb-04 73-Feb-04 213337 Marie @ NBSC - PM adv his system I Call Close by Tony Law: PM states I RS14
is doubling up cash declarations and I his checques keep carrying over from
cutting off cheques they still appear I the day before. advised pm to call
the next day 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 since then.
ref gi
E-0402160081 16-Feb-04 16-Feb-04 213337 Marie @ NBSC ~PM calling to advise] Call Close by David Lawrence: Pm RS15,
that both counters were @ POLO this rebooted OK
morning, but are rebooting OK now
£-0402160628 I 16-Feb-04 16-Feb-04 213337 Pat @ NBSC - PM advhe needs I Cali Close by Tony Law: PM adv he RSi4
OBSC check needs OBCS checked. OBCS
Checked - result given
£-0402250454 I 25-Feb-04 25-Feb-04 213337 clerk reports that they have been Cali Close by Mary Rainbow: clerk RS14
having problems on the system whenI reports problems with the balance
balancing that seems to be related to] that appear to be linked to stock
stock remmed in through the week remmed in - clerk will call back
tonight if further assistance required
£-0402250553 I 25-Feb-04 25-Feb-04 213337 NBSC - PM has called the NBSC Call Close by Robert Congerton: RS14
regarding problems with her balance. pmhtce
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Opened
Closed
Affected Site
Text Resolution
E-0402250565} 25-Feb-04 25-Feb-04 213337 JAne @NBSC called re closed call. Call Close by Nicola Goodson: RS14
Jane@nbsc called regarding call that
was closed advised jane about
previuos call, ref given call closed
£-0402251077 I 25-Feb-04 28-Feb-04 213337 pm reporting that they are getting Call Close by Kuljinder Bhachu: RS13
large descpencies for the last few ‘sussanna has spoken to the pm,
weeks. explained that there was no software
problem found. explained that this
office has been alerted to julie welsh
for the descrepencies problem.
pmhtec,
E-0403040165 4-Mar-04 4-Mar-04 213337 tim reports discrepancys in the office I Cali Close by Hayley Minnis: nbsc RS14
issue
E-0403040524 4-Mar-04 4-Mar-04 213337 Line manager states the PM is still I Call Close by Elspeth Neilson: Line RS14
getting large discrepancies and wants: manager reporting large
to know whats going on. discrepancies. Advised that the
discrepancies are not caused by
software/hardware, as stated in
closed call 0402251077,
E-0403230583 I 23-Mar-04 23-Mar-04 213337 Auditor wants to know when BU was I Call Close by Jacqueline Wilcock: RS14
swapped at this office, [Auditor wanted to know when BU was
changed. Advised 2/02/04,
£-0403230628 I 23-Mar-04 23-Mar-04 213337 brett @ nbsc wants a osp for the I Call Close by David Dawe: osp given RS14
auditor, mobile number is to the auditor ref offered
£-0404010718 41-Apr-04 14-Apr-04 213337 pm states the screen has frozen Cail Close by Adam Goldstein: pm RSO3
states the system has frozen advised
pm to reboot ref no given
E-0404190387 19-Apr-04 19-Apr-04 213337 RLM states there has been Call Close by Elspeth Neilson: RLM RS14
discrepancies on the system since the} wanted the system to be checked as
base unit was wappd in Feb, RLM there have been discrepancies.
wants to know why this is. RLM states} Advised that events are normal and
she thinks there is something wrong healthcheck passed. Advised to
with the system and wants the system] contact NBSC for balancing advice.
to be checked form our end. Ref no given.
E£-0404210187 21-Apr-04, 21-Apr-04 213337 pm states that the gateway was Cail Close by David Dawe: pm had a RS14
‘saying to enter the pmme and is now Iblue screen adviced that the screen isI
‘on a blue screen normal and the pm will call back if not}
changed in the next 20 mins ref
offered
E-0404230660 I 23-Apr-04 ‘25-Apr-04 243337 I pm states that he wondered if he canI Call Close by John Lockyear: pm RSO4
get a listof his calls - and of software?I would like a list of calls and software
updates referred to nbse
Love
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Opened Closed Affected Site
213337
Pro Closure Text
€-0404260747 Falled ADSL switch package. CannotI Call Close by Naseema Yasmin: Call RS13
ascertain if ADSL cable is plugged in. closed,
Please investigate
807
Date Taken
19/01/2004)
FAD Code Office Name
213337
Marine Drive
Brief Description
CASH TO HEMEL
Detailed Description
LISA WASN'T TOO SURE OF THE CORRECT
PROCEDURE-IS NOW AWARE
20/01/2004] 213337 I Marine Drive I 15 SALES REPORT PM HAS NOT RECEIVED A COPY OF HIS SALES SPOKE TO SALES SUPPORT WHO
REPORT FOR LAST PERIOD (8) HOW CAN ONE OF IGAVE NO FOR MANAGEMENT INFO
THESE BE ORDERED TEAM ON 53322514.ADVISED THE
IREPORTS WERE LATE BEING
IDISPATCHED AND PM SHOULD
RECEIVE IT BY THE END OF THE
WEEK AT THE LATEST.LEFT
MESSAGE WITH PM'S WIFE
20/01/2004) 213337 _I Marine Drive I COUNTER NEWS 1X WEEK 41/03 REQUIRED DETAILS LOGGED
21/01/2004] 213337 I Marine Drive I DESCREPANCY PM HAS CASH ACCOUNT DESCREPANCY OF SPMR STILL HAS LOSS AND HAS
#429467, ILOGGED CALL WITH SUSPENSE
22/01/2004] 213337 I Marine Drive I CAPO CUSTOMER IS DEAF AND DUMB, CAPO CARD HAS I KB
ARRIVED IN WRONG NAME , BERNISE INSTEAD OF
DENISE. HUSBAND IS PERM AGENT BUT BANKING
TEAM WILL NOT SPEAK TO HIM. CUSTOMER HAS
SENT LETTER TO EDS EXPLAINING SITUATION AND}
STILL IGNORED. PM WANTED TO SPEAK TO EDS
22/01/2004] 213337 I Marine Drive I DISCREPANCY PM HAS A LOSS OF #4000, HE WAS IN THE OFFICE I WENT THROUGH ALL THE BALANCE
UNTIL 11:00 LAST NIGHT AND COULD NOT FIND CHEQUES WITH PM, HE HAD
ANYTHING. CHECKED THE REMS iN AND OUT,
HiS CASH STOCK AND P&A AND HE
IWAS UNABLE TO FIND THE LOSS.
ADVISED I WOULD PASS THROUGH,
ITO SUSPENSE.
22/01/2004] 213337 I Marine Drive I WEEK 43 #4230.97 LOSS WEEK 43 #4230.97 LOSS UNAUTHORISED UNKNOWN ERROR:
UNAUTHORISED UNKNOWN ERROR
27/01/2004] 213337 I Marine Drive I SPMR MEETING 1S THE MEETING AT SCARBOROUGH THE SAME KB YES IT WILL COVER THE SAME
AS THE ONE AT OTHER PLACES TOPICS
28/01/2004) 213337 I Marine Drive I 15 SYSTEM QUERY PM SAYS SINCE BROADBAND INSTALLED ADVISED PM THAT IF HE FEELS
EVERYTIME HE RECEIVES STOCK INTO OFFICE HEITHAT THIS IS A TECHNICAL
1S SHOWING SHORT BY SAME AMOUNT HAS PROBLEM TO CALL HSH BUT AFTER:
CHECKED TO MAKE SURE REMMED IN. TALKING TO PM HE IS ENTERING ALL.
PROPERLEY BUT STILL SHOWING 2500.00 SHORT ITRANS OK SO THIS COULD BE THE
AMOUNT OF STOCK REMNEEDS CB TO CHECK IF ICASE ADVISED HIM TO BALANCE
ACCOUNTING OR SYSTEM PROB JAND ROLL FOR A DEFINITE FIGURE.
ITHEN TO CALL HSH IF NO JOY CALL.
TP TO SEE LOG
28/01/2004 213337 [Marine Drive I MONEYGRAM IS THERE A SERVICE A CUSTOMER CAN SEND: KB
MONEY TO SOMEONE IN ANOTHER PART OF THE
COUNTRY
6004
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Date Taken
29/01/2004}
FAD Code Office Name
213337
Marine Drive
Brief Description
CASH ACCOUNT
Detailed Description
IS SHOWING A LOSS OF #2523.12, SAYS THAT.
CHECKED THROUGH FIGURES
DISCREPENCY THIS IS THE THIRD DISCREPENCY IN AS MANY USING TRANSACTION LOG BY MODE
WEEKS. IAND ALSO AMOUNT LOOKED AT
REMMS DECLARATION AND CASH
FLOW NO TRACE OF THE
DISCREPANCY CREATED CALL FOR
SUSPENSE ACCOUNT TEAM.
29/01/2004] 213337 I Marine Drive I HORIZON PM WOULD LIKE TO HAVE HIS TRANSACTIONAL I HAVE FOLLOWED KB
ARCHIVES LOOKED AT MORE CLOSELY TO TRY TOIINSTRUCTIONS AND SENT AN EMAIL
IDENTIFY WHAT IS GOING WRONG WITH HIS TO ADELE KILCOYNE SO PM CAN
OFFICE. HE IS HAVING ALOT OF LOSSES OVER —_I STUDY HIS ARCHIVES TO TRY TO
‘THE LAST THREE WEEKS AND THINKS THAT IDENTIFY WHAT HAS GONE WRONG
‘THERE IS A SYSTEM FAULT WITH HIS ALL DETAILS ARE IN THE LOG
REMMITTANCES.
29/01/2004] 213337 I Marine Drive I WK44 #6754.09 LOSS WK44 #6754,09 LOSS WK44 #6754,09 LOSS
UNAUTHORISED. UNAUTHORISEDUNIDENTIFIED. UNAUTHORISED
30/01/2004] 213337 I Marine Drive I AUTOMATED PAYMENTS CMRS ACCOUNT HAS NOT BEEN CREDITED WITH I KB
PAYMENT
30/01/2004) 213387 I Marine Drive I WK44 #6754,09 LOSS esc WK44 #6754.09 LOSS UNAUTHORISEDCathPM satesI HASRDSHIP HAS BEEN APPLIED
that he cannot indentify what has caused the loss and is IFOR. AWAITING RETURN OF 1&E
unable to Make Good. The PM states he made good a_ {FORM
Loss of #1100.00 in WK42, Please contact the office to
resolve and reply with any action taken.
027/02/2004I~ 213337 I Marine Drive [HSH DESKTOP INITIAISATION FAILED OPERATIONAL I PASSED TO HSH REF £-0402020111
VIOLATION HAS BEEN DETECTED
05/02/2004) 275337 I Marine Drive I NETWORK NOMINATIONS. PM QUERYING WHETHER NOMINATIONS ARE PROCESS MAP.
BEING TAKEN FOR PRE PAY MOBILE PHONE
VOUCHERS.
03/02/2004] 213337__I Marine Drive _I Switchboard NUMBER FOR GIROBANK KB
03/02/2004) 213337 _I Marine Drive _I Switchboard TELEPHONE NUMBER FORHANCO HELPDESK. _I KB.
(04/02/2004) 213337 I Marine Drive_I ONCH THE PROCESS FOR A ONCH REPORT. AS KB
(06/02/2004) 213337 I Marine Drive _I CARD ACCOUNT PID HAS THE OLD ADDRESS ON KB
09/02/2004) 213337 I Marine Drive I NATIONAL SAVINGS A CUSTOMER WISHES TO TRANSFER #3000 FROM I KB
HER ORDINARY ACCOUNT TO OPEN AN
INVESTMENT ACCOUNT SHE HAS ALREADY HAD A
CASH WITHDRAWAL TODAY CAN I PROCESS THIS
AND WHICH FORM IS USED
10/02/2004)" 213337 __I Marine Drive_I REM OUT HOW TO REM OUT COIN KB
47702/2004I 243337 I Marine Drive I DISABLED CUSTOMER PM CUSTOMER WHO HAS A DISABLED SON AND I KBASE
1S AN APPOINTEE AT THE MOMENT AND HAS BEEN
TOLD THAT SHE CANNOT BE AN APPOINTEE FOR
HER SON
(12/02/2004 "213337 I Marine Drive I CARD ACCOUNT PM WOULD LIKE TO KNOW THE PROCEDURE ON I COM7
OPENING A CARD ACCOUNT
Or
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Date Taken
12/02/2004
FAD Code Office Name
213337
Marine Drive
Brief Description
WEEK 46 #8243.10 LOSS
Detailed Description
WEEK 46 #8243,10 LOSS UNAUTHORISED
AMOUNT ENTERED IN SUSPENSE
UNAUTHORISED ACCUMULATED LOSS OVER LAST 4 WEEKS. PENDING COMPLETION OF
HARDSHIP APPLIED FOR HARDSHIP PAPERS
13/02/2004] 213337 Marine Drive I CW PERSONAL BANKING HOW DO I PAY OUT ON A CAPITAL BANK LLOYDS I ADVISED PM THAT HE SHOULD NOT
TSB CHEQUE MADE OUT TO POST OFFICE LTD —_IPAY OUT CASH FOR THIS CHEQUE,
IT SHOULD ONLY BE USED TO PAY
FOR PRODUCTS OR SERVICES.
43/02/2004] 213337 Marine Drive I HARDSHIP LOSS #8243.10 WEEK 46 - ACCUMULATED OVER SPOKE TO CATH OGLESBY 25/03 PM
LAST 4 WEEKS. CHASED I8E 27/02. FURTHER LOSSIHAS BEEN SUSPENSED AND LOSS
#3509.68 WEEK 48, AMOUNT ADDED TO TRANSFERRED TO LATE ACCOUNT
SUSPENSE, TOTAL LOSS NOW #11752.78. CATH
OGLESBY AWARE AND VISITING TO ASSIST PM IN
COMPLETING FORMrang to chase 25/03 PM.
suspended??
13/02/2004] 213337 Marine Drive I HSH PM WOULD LIKE TO ARRANGE SYSTEM CHECK HSH TONY
QUE TO SMALL FAULTS WITH SYSTEM
76/02/2004) 213337 I Marine Drive [CAPO CARD CANNOT BE READ BY SYSTEM WHAT TO DO} KB
16/02/2004] 213337 Marine Drive I CARD ACCOUNT SYSTEM UNAVAILABLE CAN THEY DO A KB
IWITHDRAWAL WITHDRAWAL
16/02/2004} 213337 Marine Drive I HORIZON. HORIZON KB 0628.
16/02/2004) 213337 Marine Drive I Switchboard PM WANTS TO SPEAK TO HSH FROZEN SCREENS I KB
0081
19/02/2004} 213337 Marine Drive I Switchboard What are the Telephone numbers for Transaction KB
Processing
21/02/2004) 213337 Marine Drive I CARD ACCOUNT PM ASKING HOW TO DEAL WITH DEATH OF CARD I KB
HOLDER
24/02/2004} 213337 Marine Drive I Page RLM CAN CATH OGLESBY PLEASE CALL PM rim cath ogiesby advised @ 11:40am,
REGARDING THE PREVIOUS CONVERSATION
ABOUT THE ONGOING SYSTEM PROBLEM . PM
INSISTS YOU ARE AWARE THANKS
25/02/2004] 213337 Marine Drive I CB TUESDAY HORIZON PM HAS BEEN HAVING TERRIBLE PROBLEMS. SANDRA SPOKE TO HSH TEAM
WITH THE SYSTEM AND THERE BALANCE FOR LEADER WHO ARE NOW LOOKING.
ABOUT 6 WEEKS NOW-SHE HAS BEEN ONTO INTO THIS FOR PM, RANG PM ON
HORIZON WHO PROMISED THEY WOULD DO A TUESDAY AND SHE CONFIRMED HSH
SYSTEM CHECK-PM WANTED TO KNOW WHETHER IHAD BEEN IN TOUCH. GAVE CALL.
THEY HAD DONE IT OR STARTED IT BUT HORIZON IREF AND ASKED HER TO CALL BACK
DOESNT SEEM TO BE SEE LOG IF SHE HAD ANY FURTHER:
PROBLEMS
25/02/2004 213337 Marine Drive I Switchboard PM WANTED TO SPEAK TO HSH REGARDING TRANSFERED TO HSH-
SYSTEM PROBLEMS
Tbe
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Date Taken FAD Code OfficeName Brief Description Detailed Description
213337 I Marine Drive I CASH ACCOUNT THE OFFICE HAS A DISCREPANCY AND IS ADVISED PM THE SUSPENSE
DISCREPANCY WANTING A CALL FROM SERIVICE SUPPORT REF IACCOUNT TEAM WILL DEAL WITH
13071268 #3509.68 SHORTAGE AND WOULD LIKE /UNTIL PM ROLLS INTO THE CORRECT)
TO USE THE SUSPENSE ACCOUNT ICAP SPOKE TO CLAIRE SHE ADVISED}
IHSH ARE STILL INVESTIGATING THE
PROBLEM
26/02/2004] 213337 I Marine Drive I SMARTPOST PM IS ENTERING A SMARTPOST ITEM ON THE. WENT THROUGH THE PROCEDURE
SYSTEM, IT 1S AN AIRSURE GOING TO THE USA FOR SMARTPOST AND PM WAS.
WITH A VALUE OF #300. THE PM PUTS THE VALUE IENTERING HIGH VALUE AT THE
IN BUT THE PRICE DOES NOT INCREASE. WHY? START OF THE TRANSACTION SO IT.
SETS THE PRICE AT THE HIGH
IVALUE COMPENSATION RATE.
26/02/2004} 213337 Marine Drive I WEEK 48 #3509.68 LOSS WEEK 48 #3509.68 LOSS UNAUTHORISED UNAUTHORISED BUT ENTERED IN
UNAUTHORISED: UNKNOWN ERROR. HAS AN ONGOING PROBLEM ISUSPENSE PENDING HARDSHIP
WHICH HSH ARE INVESTIGATING. PM IS
COMPLETING I&E FORM TO START HARDSHIP
PROCESS FOR PREVIOUS DISCREPANCIES. THIS
AMOUNT ENTERED IN SUSPENSE TO INCLUDE IN
HARDSHIP PROCESS
03/03/2004] 213337 Marine Drive I CAPO CUSTOMER ASKED FOR NAME CHANGE ON CAPO I KB
CARD , WRONG NAME ON , SAME NAME ON NEW
CARD
04/03/2004] 213337 Marine Drive I 45 DISCREPANCY RLM KATH OGLESBY HAS CALLED HSH AS THE PM SENT IN CASH ACCOUNTS FOR
PROBLEMS OFFICE ARE CONSTANTLY SHOWING LOSSES IWEEKS 41 42 43. WENT THROUGH
EVERY WEEK AND THINKS THIS MAY BE DOWN TO ITHESE WITH TL ANDREW PRICE BUT
SOFTWARE AS THE AMOUNT IS GETTING WORSE INOTHING SHOWED. THE LOTTERY
EACH WEEK, HSH HAS PUT HER STRAIGHT ERRORS WERE DUE TO ENTERING
THROUGH HERE WITHOUT CHECKING ANY WED FIGURES ON THURSDAY.PM
INCIDENTS, SEE LOG ISAID HE WOULD WORK MANUAL
IALONG SIDE HORIZON AND IF
ANYTHING SHOWS HE WOULD CALL
08/03/2004} 213337 I Marine Drive I CASH DECLARATION PO IS ASKING ABOUT THE CASH DECLARATION PM SENDING SNAPSHOTS FROM.
ON THE SYSTEN AS HE HAS 7,579 .00 CAN SARAHISAT AND TODAY THROUGH
PENNINGTON TAKE THE CALL AS SHE HAS BEEN
DEALING WITH THIS ONE
08/03/2004] 213337 Marine Drive I DWP What to do with impounded OWP Pension and ADVISED PM DWP MAKES POLICY
Allowance dockets NOT POCL
08/03/2004 213337 Marine Drive I PREMIUM BONDS WHO SHOULD THE CHQ BE PAYABLE TO FOR KB
PREMIUM BONDS
09/03/2004] 213337 Marine Drive I BU DE CH THE PROCESS FOR A BUY BACK PREORDER AS KB
ACCOUNTING AND DESPATCH
10/03/2004, 213337 _I Marine Drive _I Switchboard TELEPHONE NUMBER FOR CHESTERFIELD. KB.
Nn
as
ar
N
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Date Taken
FAD Code Office Name
213337
Marine Drive
Brief Description
CARD ACCOUNT
Detailed Description
THE BALANCE ON THE CARD ACCOUNT IS LESS
WITHDRAWALS ‘THAN WHAT IS IN THE ACCOUNT, WHAT DO WE
00777
45/03/2004] 213337 Marine Drive I Switchboard do we have address for NAIRN po kb
18/03/2004] 213337 Marine Drive _I Switchboard PM WANTED OFFICE DETAILS FOR FAD 225840 KB
22/03/2004) = 213337 Marine Drive I CAPO PM WANTED TO KNOW HOW TO ISSUE A VAULT OFFICE PROCESS MAP
CARD TO A CUSTOMER
23/03/2004) 213337 Marine Drive I HORIXON AUDITOR WANTS TO KNOW IF OFFICE HAD NEW I PM WILL TRY HORIZON
BASE UNIT
23/03/2004 213337 Marine Drive I LOSSES auditor wanted to know if there were any losses advised there are 3 losses and ail are
authorised from about week 40. unauthorised
23/03/2004] 213337 Marine Drive I OSP SITE DOWN OSP FOR CHRIS TAYLOR TE! hr david ref sap642223dhhsh david ref e-
10403230628requestor advised
23/03/2004I 213337 _I Marine Dive _I Reopened OFFICE CLOSURE ‘Advised parties
23/03/2004) 213337 Marine Drive I REOPENING OFFICE WILL BE OPEN TOMORROW AT 9AM ‘see link id H13135176
WEDNESDAY 24TH MARCH 04 AS NORMAL
23/03/2004) 213337 Marine Drive I Switchboard AUDITOR WANTS TO SPEAK TO HSH TO CONFIRM I TRANSFERED TO HSH-TANYA
HE HAD A NEW BASE UNIT FITTED. IWOULD NOT TAKE THE CALL...
24/03/2004) 213337 Marine Drive I BUREAU DE CHANGE DECLARE BUREAU CN46/03 ADVISED TO SELECT EDIT
F140 HUNG UP
30/03/2004) = 213337 Marine Drive I PSA NS&! BONDS SPOKEN TO SPM, RUTH SIMPSON(RELIEF). TAKEN I SEE DD
NS & I DETAILS AND WILL PASS TO CUSTOMER
WHEN/IF THEY COME IN.
31/03/2004] 213337 Marine Drive I ROD LICENCE WHAT IS CONCESSION NUMBER FOR A DISABLED I AS KB
LICENCE
01/04/2004] 213337 Marine Drive I REVAL HOW DO YOU CORRECT ERRORS KB
01/04/2004} 213337 Marine Drive I REVALUATION OFFICE IS STILL IN CAP 01 AS SHE ISALOTTERY I ADVISED PM TO COMPLETE
OFFICE WITH ONLY 1 STOCK UNIT. PM CANNOT REVALUATION WHILST STILL IN CAP
BALANCE AND ROLLOVER AS SYSTEM IS SAYING I01. SO THE SYSTEM WILL ALLOW
SHE HAS NEGATIVE/REVALUED STOCK FIGURES. IHER THEN TO ROLLOVER INTO.
WEEK 02.
02/04/2004] 213337 I Marine Drive I STAMPS OFFCIE HAS RECIEVED OCEANLINERS WITH THE I TOLD PM TO REM IN, AND CONTACT
INCORRECT PRICE , WHAT CAN! DO IHEMMEL TO NOTIFY
13/04/200. 213337 Marine Drive _I Switchboard OFFICE ADDRESS AS KB
15/04/2004, 213337 I Marine Drive I Page RNM RLM-PLEASE CONTACT PM ASAP URGENT,PM I rim cath oglesby left message on
SAYS YOU KNOW ALL ABOUT IT,BUT WOULD NOT Ivoicemail @ 1453
GO INTO ANY FURTHER DETAIL.
19/04/2004] 213337 Marine Drive _I Switchboard TEL NO FOR NATIONAL SAVINGS K/BASE
19/04/2004] 213337 Marine Drive I Switchboard TEL NO FOR TP. K/BASE
20/04/2004) 213337 Marine Drive I Page RNM. PM WANTS TO SPEAK TO RLM REGARDING A rim cath oglesby left message on
PROBLEM THAT SHE IS ALREADY DEALING WITH
voicemail @ 1428
Elbe
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Date Taken
FAD Code
Office Name
Brief Description
Detailed Description
21/04/2004} 213337 I Marine Drive I CHANGE TO OPENING First day of service will be:21.04.04The opening hours I DETAILS LOGGED
HOURS will be:Monday:09:00 to 17:30 Tuesday:09:00 to 17:30
Wednesday:09:00 to 17:30 Thursday;09:00 to 17:30
Friday:09:00 to 17:30 Saturday:09:00 to 12:30
22/04/2004," 213337 I Marine Drive I Page RLM CAN RLM CONTACT OFFICE REG PROBLEM YOU I ieft msg on cath ogisbys mobile @ 10.26]
ARE ALREADY DEALING WITH
22/04/2008] 213337 I Marine Drive I POST OFFICE LTD. MR CASTLETON MY SON IN LAW AND DAUGHTER I PASSED MESSAGE TO AREA OFFICE!
HAVE BEEN IN SUSPENED AND END OF MONTH —IFOR HOA TO GET IN TOUCH WITH MRI
AND HAS PUT SOMEONE ELSE IN AND ARE FRANKS
LOOSING BUSINESS, CATH OGLESBY I WAN’
SPEAK TO SOME ONE HIGHER?#
22/04/2004] 243337 _I Marine Drive _I Switchboard MEMBER OF THE PUBLICA PM'S FATHER INLAW I K/BASE
23/04/2004. 213337 I Marine Drive [15 Switchboard PM IS WANTING TO KNOW IF THERE 1S ANYWAY I ADVISED SPMR IF HE WOULD LIKE
OF PRINTING ALL THE CALLS HE AS DONE TO
NBSC OFF THE SYSTEM AND SEND THEM TO HIM
INFORMATION REGARDING CALLS.
MADE TO NBSC HE SHOULD MAKE
HIS REQUEST IN WRITING TO ADELE
KILCOYNE - NBSC - CORTONWOOD
DRIVE - BRAMPTON - BARNSLEY -
873 OUF
VIPe
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Horizon System User Guide
Office Administration
System failure
System failure Subsection 12
12. Equipment Failure Checklist (dealing with equipment
failure)
When you experience a problem with equipment, there are a number of checks that you must
make before calling the Horizon System Helpdesk
Please note: _ If any of these initial checks fails, call the Horizon System Helpdesk see subsection
19; Help Desks.
+ Please follow the actions below carefully, according to the relevant equipment failure:
12.1 Processor failure
When the processor has failed:
+ Check whether the processor is receiving power.
Please note: __ If the processor is not receiving power, it is silent and displays no green lights on
the front panel.
If the power cable has become unplugged or pulled loose from the mains supply at the wall
socket:
+ Reconnect the power cable
+ Restart the workstation (node) see System Administration; System initialisation; Restarting a
workstation or see System Administration; System initialisation; Replacement of a Gateway
workstation.
If possible:
+ Check whether the power cable has become unplugged or pulled loose from the processor
* If this has occurred, call the Horizon System Helpdesk.
Please note: Do not try to reconnect the power cable in this instance.
If the cable connections are correct but the processor is silent and displaying no lights:
* Check whether the processor's on/off switch has been switched off. This may happen, for
example, if the switch is knocked accidentally. If the processor is switched off, press the on/off
switch to switch it back on, see System Administration; System initialisation; Restarting a
workstation
+ Check whether the monitor screen is phugged into the processor and is displaying a green light
above its on/off switch (in which case the processor is faulty), if this is the case call the
Horizon System Helpdesk.
If the processor is displaying lights but appears not to be operating:
+ Check whether the light nearest the on/off switch (on the right hand side of the processor)
which indicates that the processor is switched on and is receiving power, remains steadily on
© Post Office Counters Lid Page 39
Version 9.0 28 July 2000
2415
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Horizon System User Guide
Office Administration
System hailure
St ion I .
uubsection 12 System failure
* Check whether the light next to the power light, which indicates computer activity, is in one of
the following conditions:
flashing on and off in bursts of activity (this will happen when the processor has just been
switched on and is preparing itself for use)
- flashing briefly from time to time (this will happen when the processor is ready for use)
+ Make a note of the condition of the lights since you will need to relay this information to the
Horizon System Helpdesk
+ Call the Horizon System Helpdesk
If you need to carry out transactions and the processor is still not working:
+ Check whether there is another workstation on which you can complete the transaction.
If there is another workstation available:
» Complete the transaction using the other workstation.
If another workstation is not available:
+ Complete the transaction manually without entering any information onto the system
» Recover the transactions when the workstation is restored, using the relevant fallback
procedure
12.2 ISDN (Horizon telephone communication connection) line faults
When you experience difficulty with the ISDN communication line:
* Check whether the ISDN Network Termination Equipment (NTE) box is displaying a green
light
Please note: The NTE box is the grey BT box (telephone point) about six by four inches in size
fixed to the wall of your office.
If the light on the NTE box is not on:
+ Call the Horizon System Helpdesk.
If the light on the NTE box is on:
+ I your office has a hub which forms the Local Area Network (LAN), check that this is
displaying at least three green lights.
Please note: The hub is mounted on the inside lid of a small steel cabinet which is positioned
approximately one metre from the floor, close to the ISDN point.
If any of the lights are not on:
+ Call the Horizon System Helpdesk.
If the lights are on:
+ Check whether the ISDN/LAN cables have become loose or disconnected.
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Ifa cable is loose or disconnected:
* Call the Horizon System Helpdesk.
Please note: Do not try to reconnect the power cable in this instance.
If you need to make a payment for the Order Book Control Service and the ISDN (NTE) fault
has not been rectified:
+ Follow the mamual procedures for encashment see Transactions - Serve Customer - Part two;
OBCS Pension & Allowances; OBCS during system failure
12.3. Monitor (including touch screen) failure
When the monitor/touch screen has failed:
+ Check whether a green light is visible below the right hand corner of the screen (this light
indicates whether the monitor is switched on).
Please note: _ Even though the screen may not be working, the keyboard may still function.
Make sure that you do not accidently press any keys on the keyboard as this will
register on the system.
If the green light is not on:
* Check that the power switch by the light is in the ‘on’ position
* Leave the power switch in the ‘on’ position
+ If possible, check whether the cable between the screen and the processor has been unplugged
or has pulled loose.
If the cable is loose or disconnected:
+ Call the Horizon System Helpdesk
Please note: Do not try to reconnect the power cable in this instance.
+ Check whether the processor is working correctly by performing the processor checks (see
paragraph 12.1; page 39).
Please note: ‘The power for the monitor is supplied from the processor so if the processor is not
powered, the monitor will not be powered either.
If the green light is on but the monitor screen is blank:
+ Make sure that the contrast or brightness has not been turned down (the contrast and
brightness controls are to the Jeft of the power switch).
if the green light is on but the monitor screen shows nothing but white noise, becomes
monochrome or has developed a peculiar colour tint:
+ If possible, check whether the cables to the processor are properly connected (the cables plug
into a socket at the opposite corner of the processor to the power switch)
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If the cables are loose or disconnected:
+ Call the Horizon System Helpdesk (see paragraph 19.1; page 76).
Please note: Do not try to reconnect the power cable in this instance.
If the screen appears to be operating:
* Check whether the touch controls are working.
If the screen appears to be operating but the touch controls are not working:
* Check whether the cables from the touch screen control unit at the back of the monitor have
not been unplugged or pulled loose from the system unit.
If the cables are loose or disconnected:
+ Call the Horizon System Helpdesk (see paragraph 19.1; page 76).
Please note: Do not uy to reconnect the cables in this instance.
If you need to carry out transactions and the monitor is still not working:
+ Complete the transaction using an alternative workstation, if one is available
+ If another workstation is not available, complete the transaction manually without entering any
information onto the system
For information on completing the transaction manually, see the appropriate procedure as shown
below:
- for the AP Fallback procedure see Transactions - Serve Customer - Part one; Automated
Payments; Automated Payments during system failure
For all other transactions, refer to the appropriate booklet of the Counters Operations Manual.
If you need to carry out transactions and the touch screen is still not working:
+ Continue with the transaction using the keyboard instead of the icons on the touch screen.
Please note: The icons on the screen perform the same functions as the function keys F1 to
F16, along the bottom left of the keyboard. The corresponding keys are shown on
these icons.
Every screen button has a key board equivalent that is shown on the button. Some of these are
underlined which means that they are selected by pressing and holding the alt key and the pressing
the underlined character.
An example of this is ‘deleting from the transaction stack of more than 3 items. UP to 3 items the
Tl, T2 & T3 keys can be used. When a larger transaction stack is opened, up to 9 buttons are
displayed (T1, T2, T3,
using the Alt key.
12.4 Barcode reader failure
When the bar-code reader has failed:
+ Check that the light beam is working correctly.
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When you point the bar-code reader at an object and pull the trigger, a flat beam of light should
come out of the front of the reader and shine on the object
Please remember: Never point the bar-code reader at your eyes.
If the reader is not giving out a light:
* Check that the cable from the bar-code reader is correctly plugged into the signal port and DC
power supply port at the back of the system unit.
If the cable is loose or disconnected:
+ Call the Horizon System Helpdesk (see paragraph 19.1; page 76).
Please note: Do not try to reconnect the cable in this instance.
If the reader is giving outa light:
+ Check whether the reader beeps when you scan a bar-code.
Please note: The bar-code reader light can function with only the power connected, but
without a signal connection it will not be able to transmit the bar-code to the
computer. A beep indicates that the bar-code has been read successfully.
If the bar-code reader does not beep:
+ Check the reliability of the scanner by trying to scan several bar-codes.
Please note: _ In extreme light or dark, when there is interference, or when the scanner window
has become clouded or dirty, the scanner’s reliability may decrease. This means
that the bar-code reader will not always be able to read bar-codes easily.
If the bar-code reader requires a few attempts to read a bar-code:
+ Call the Horizon System Helpdesk (see paragraph 19.1; page 76).
If you need to carry out a transaction and the bar-code reader is still not working:
+ Enter the bar-code manually by using the keyboard
Piease note: _ All Horizon procedures that use bar-codes contain instructions advising you what
to do if the bar-code cannot be read due to bar-code failure. You may alternatively
complete the transaction using another workstation, if one is available.
12.5 Magnetic Card reader failure
If the Magnetic Card reader is not reading a card:
* Check that you have placed the card in the reader correctly (the magnetic strip should be visible
and at the bottom of the card when entered)
* Check that the card you are trying to read is not faulty (e.g. the magnetic strip is not damaged
or broken)
+ Try reading the original card again.
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If the Magnetic Card reader still cannot recognise the original card:
+ Enter the card details on the keyboard.
If, on its next use with a different card, the Magnetic Card reader does not recognise the card:
+ Call the Horizon System Helpdesk (see paragraph 19.1; page 76).
If you need to carry out a transaction and the Magnetic Card reader is still not working:
+ Enter the card number manually
Please note: All Horizon procedures that use Magnetic Cards contain instructions advising you
what to do if the Magnetic Card reader fails.You may alternatively complete the
transaction using another workstation, if one is available.
12.6 Keyboard failure
When the keyboard is not working:
+ Check whether there are lights lit on the keyboard.
Ifno lights are on:
+ Press the Caps Lock key
» Check that the Caps Lock light comes on.
Please note: _ Pressing the key a second time turns the light back off again.
If the Caps Lock light does not come on when you press the Caps Lock key:
+ Check that the keyboard is plugged into the system unit.
If the cable is loose or disconnected:
+ Call the Horizon System Helpdesk (see paragraph 19.1; page 76).
Please note: Do not try to reconnect the cable in this instance.
If you need to carry out a transaction and the keyboard is still not working:
* Continue with the transaction using the touch screen as follows:
- if you need to enter letters and numbers, touch the Alphanumeric icon to display the on-screen
keyboard
to accept an entry, touch the % icon
- toremove the whole entry, touch the X icon
to delete one character, touch the * icon
12.7. Smart Card reader failure
When the Smart Card reader has failed:
* Make sure the card is not damaged
+ Make sure you have entered the card the right way round (if not, re-try).
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If the card is not damaged and is entered correctly:
+ Contact the Horizon System Helpdesk.
Please note: You should complete the transactions using another workstation, if one is
available.
12.8 Counter printer failure
When the counter printer has failed:
* Check that all the cables are connected and in place.
If any cables are loose or disconnected:
+ Call the Horizon System Helpdesk (see paragraph 19.1; page 76)
Please note: Do not try to reconnect the cables in this instance.
+ Make a note of which lights are lit on the counter printer (including what colour they are and
whether they are flashing).
If the ready light is flashing:
* Check that the printer lids are on properly
* Check whether there are consumables in the counter printer.
If the counter printer needs more consumables
+ Try to replace the consumables (see paragraph 17.1; page 65).
If the counter printer is making any unusual sounds:
+ Make a note of any sounds that the counter printer makes.
If there is still a problem with the counter printer following the preliminary checks:
+ Call the Horizon System Helpdesk (see paragraph 19.1; page 76)
* Be ready to give the Helpdesk operator details of the state of the lights and any sounds made by
the counter printer.
if a customer needs a receipt and the counter printer is still not working:
* Complete a manual receipt.
For information on writing manual receipts for:
- an AP transaction see Transactions - Serve Customer - Part one; Automated Payments;
Completing manual receipts
- an EPOSS transaction refer to the appropriate Counters Operations Manual booklet
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If you need to print a report and the counter printer is still not working:
* Wait until the counter printer is restored or another workstation becomes available.
Please note: _ Ifa printer fault canot be rectified in time for information to be sent to a client
you should use a manual summary where one is available (for example for
Girobank)
Please remember: ‘The report can be previewed on screen
12.9 Office printer failure
When the office printer has failed:
* Check that all the cables are connected and in place.
If any cables are loose or disconnected:
+ Call the Horizon System Helpdesk (see paragraph 19.1; page 76)
Please note: Do not try to reconnect the cables in this instance.
+ Make a note of which lights are lit and on which equipment, induding:
- whether they are flashing
what colour they are
+ Check whether there are consumables in the printer.
If the printer needs more consumables
+ Try to replace the consumables see paragraph 17.3; page 66 and see paragraph 17.4; page 68.
If the printer is making any unusual sounds:
* Make a note of any sounds that the printer makes.
If there is still a problem with the printer following the preliminary checks:
+ Call the Horizon System Helpdesk (see paragraph 19.1; page 76)
Be ready to give the Helpdesk operator details of the state of the lights and any sounds made by
the printer.
Ifyou need to print a report and the printer is not working:
+ Leave outstanding office reports until the printer is functioning again
+ Preview dient summary reports and the cash account report on screen (this will enable them to
be re-printed as soon as the printer is working again)
Piease note: — Mandatory reports must be printed and despatched as soon as possible after the
primer is working, see Balancing; Miscellaneous; Reprinting an office report. Ifa
printer fault canot be rectified in time for information to be sent to a client you
should use a manual summary where one is available (for example for Girobank).
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12.10 Power failure
When an electricity power failure prevents you from carrying out transactions:
+ Report the failure to the Horizon System Helpdesk as soon as possible (see paragraph 19.1;
page 76)
* Complete transactions manually until power is restored.
For information on completing transactions manually see the appropriate procedure as shown
below:
- for the AP Fallback procedure, see Transactions - Serve Customer - Part one; Automated
Payments; Automated Payments during system failure
For all other transactions, refer to the appropriate booklet of the Counters Operations Manual.
12.11 Electronic scales failure
When you cannot enter the weight of an item on the system after an item is placed on the
electronic scales attached to the Horizon System:
* Check that the scales have been switched on.
If the scales are switched on and are still not working:
» Report the fault to your normal electronic scales fault contact
* Continue the transaction by using electronic scales at an alternative counter position.
If there are no alternative sets of electronic scales available:
+ Weigh the item on the mamual scales
» Enter the weight of the item on the system using either the touch screen or the keyboard.
For information on using manual scales to mail an inland or overseas item, see Transactions - Serve
Customer - Part three booklet; Using the scales; Calculating postage rates on the Horizon system
using the weight obtained from the scales
If the normal electronic scales fault contact cannot repair the fault:
+ Report the failure to the Horizon System Helpdesk as soon as possible. (see paragraph 19.2;
page 76).
12.12 Repairing of faults
Hardware faults
When you report a hardware fault to the Horizon System Helpdesk (eg. a keyboard fault) and the
operator allocates an engineer to your office:
+ Keep a note of the arrival time the Helpdesk operator gives, so that you know when to expect
them
Please note: __ If a courier is required to bring you a new part for the system, the operator will
give you details about the arrival of the part.
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+ Admit the engineer to your office, following existing security procedures
Please note: _If the engineer does not have a POCL security pass, you must ask them for their
Horizon security pass.
+ Direct the engineer to the faulty equipment
When the engineer has completed their work, you will be asked if you are satisfied that the fault is
fixed.
* Check whether the equipment is now working correctly
Please note: __ If you are not satisfied that the equipment is working correctly, advise the
engineer, who should re-examine the fault. If the equipment continues to
malfunction while the engineer is present, contact the Horizon System Helpdesk
(see paragraph 19.1; page 76).
+ Check whether the equipment has been damaged
If the equipment has been damaged:
+ Ask the engineer to write a report, giving the details of the damage
* Sign the engineer's report, detailing the action taken
Network faults
When there have been network faults (eg. when you are unable to contact other systems) and the
system has displayed a warning message:
You will receive a telephone call from the Horizon System Helpdesk when these faults have been
rectified.
+ Check whether the Horizon system is then working.
If the system is not working:
+ Contact the Horizon System Helpdesk (see paragraph 19.1; page 76), quoting your existing call
reference number.
Software faults
When there have been software faults (ie your hardware is functioning but the system is not doing
the things you would expect):
+ Contact the Horizon System Helpdesk (see paragraph 19.1; page 76)
+ Follow the instructions of the Horizon System Helpdesk operator
+ Check whether the Horizon system is working.
if the Horizon system is still not working:
+ Inform the Helpdesk operator
* Follow further instructions from the Helpdesk.
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12.13 Service Visit Report (SVR)
Whenever an engineer is sent to your office, on completion of his work, the office manager (or
representative) will be required to sign the engineers Service Visit Report (SVR).
‘The SVR is a 3 part form which should be separated as follows:
- the engineer keeps the first part
the second part is kept by your office
- the third part is a feedback questionaire to be completed by your office and sent to ICL Pathway
12.14 What to do if the system does not respond as you expect
If product details do not match:
If selected product details do not match what is expected (eg. the wrong price is displayed):
+ Check that the product details are correct (eg, from Counter News, etc.)
If you have entered the product details correctly:
* Contact the Horizon System Helpdesk.
If you are unable to enter a product or PLU:
If you are unable to enter a product due to the icon or PLU selection not being available:
+ Confirm whether the product should be available at your office by:
using references from previous transactions
referring to details in Counter News, etc
If the transaction is not acceptable in your office:
* Cancel the transaction
If the transaction is acceptable at your office:
+ Complete the transaction manually
+ Contact the Horizon System Helpdesk
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13 Identifying lost transactions following a system failure
If the Horizon system fails for any reason transaction information may be lost. This could either be
information about a transaction that was in progress at the time of the failure or information about
transactions that were completed and which has become corrupted as a result of the system failure.
As soon as the system is restored you must identify any lost transactions so that they can be
recovered correctly.
The systern will prompt you for recovery of lost Automated Payments transactions when it is
restarted. For information on recovery of Automated Payments transactions see Transactions - Serve
Customer - Part one; Automated Payments; Recovery of Automated Payments.
However you willl have to identify and recover lost EPOSS and OBCS transactions yourself using the
procedure below.
Daily Transactions
For example: Girobank, BT bills, National Savings, manual summaries used for despatch of
documents.
+ Produce a summary, and if dockets already despatched, cut off their Horizon reports
+ Compare the manually summarised dockets with the automated summary
+ Enter any manual summarised dockets despatched on to the Horizon system and produce
automated summaries, and then cut off as per normal procedures
+ Enter any transactions not entered, identified by available dockets, by bulk input. For
information on bulk input of transactions, see Transactions - Serve Customer - Part three;
System failure & recovery; Entering bulk transactions following system failure.
Weekly Transactions
+ Produce summaries, cut off summaries if required
+ Identify the dockets concemed and reconcile with the relevant summary
* Dockets not identified on summary require entry on to the Horizon system by bulk input. For
information on bulk input of transactions, see Transactions ~ Serve Customer - Part three;
System failure & recovery; Entering bulk transactions following system failure.
Transactions without summary (infrequent) and stock sales
+ Select balancing/stock unit balance snapshot
+ Print balance snapshot. For information on producing a stock unit balance snapshot, see
Balancing; General stock unit activities; Producing a stock unit balance snapshot
+ Compare your dockets and stock with the balance snapshot
+ Adjust stock to reflect the actual position
» Enter onto Horizon system any non-stock transactions not on balance snapshot.
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14 Recovery procedures after system failure
When you need to follow recovery procedures after
a system failure for the workstation (node):
® Decide whether a Gateway workstation has been
replaced
If the workstation is a replacement Gateway
workstation:
For information on starting a replacement Gateway
workstation, see System Administration; System
initialisation; Replacement of a Gateway
workstation.
\ if the workstation is not a replacement Gateway
workstation:
Restart affected
workstation * Restart the affected workstation (node).
7
“
REFERS
pa For information on restarting a workstation see
“ System Administration; System initialisation;
Restarting a workstation.
‘The Horizon system will prompt you for AP
a
“ . recovery.
A Have BP A 7
OC transactions been »
® Check whether any AP transactions have been
\ carried aot? carried out during system failure
NY
No If any AP transactions have been carried out
during system failure:
Recover AP * Recover the AP transactions.
transactions
For information on AP transaction recovery see
‘Transactions - Serve Customer - Part one; Autornated
REFER Payments; Recovery of Automated Payments
Ie Please note: AP transactions should be recovered at
the earliest opportunity.
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Pan
transactions been >——— @ Check whether any other transactions have been.
Ne carried oust ~~ carried out during system failure
NO If any other transactions have been carried out
a during system failure:
‘Youch Transactions icon
* Touch the Transactions icon
Recover any other
transactions: » Recover any payment, receipt or transfer
transactions carried out during system failure.
Please note: Any other procedures, such as order
book receipt, that were delayed due to
the system being unavailable should be
completed.
REFER For information on entering a large number of
transactions onto the system after system failure, see
Cc ‘Transactions « Serve Customer - Part three; System
ra failure & recovery; Entering bulk transactions
Ss
7 Howe any following system failure.
<tc iver
YES
Seem
@ Check whether any stock items have been sold
during system failure
If stock has been sold during system failure:
Do you have
shared stock * Decide whether you have a shared stock unit.
SQ unit? 7
ee
Noy’
If you have a shared stock unit:
Declare
‘Stock + Declare stock item and Methods of Payments
(except cash) for all parts of the stock unit
For information on declaring stock for a shared
stock unit, see Balancing; Shared stock unit
declarations; Declaring stamps and stock.
+ Declare all stamps for all parts of the stock unit
For information on declaring stamps for a shared
stock unit see Balancing; Shared stock unit
declarations; Declaring stamps and stock
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Touch Dise. . wos
icon * Touch the Discrepancies icon
: Make note
' of discre- + Make a note of all discrepancies shown on the
pancies
I system
Touch /
icon + Touch the 7 icon
[Adjust stock
and MOP + Adjust the stock and MOP (except cash) by the
amount of the discrepancies shown to make the
— system held totals match the actual stock on hand
REFER. For information on adjusting stock see Balancing;
ut Balancing an individual stock unit; Adjusting stock
A) + Go to ‘A’ on page 54.
If you do not have a shared stock unit:
Adjust stock and MOP
+ Adjust the stock and MOP (except cash) to match
current actual stock levels by counting the stock
and comparing it with the screen totals
For information on adjusting stock see Balancing;
Balancing an individual stock unit; Adjusting stock
Declare stamps * Declare your stamps
REFER > For information on declaring stamps see Balancing;
of Individual stock unit declarations; Declaring your
stamps
y y
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icon
Note discrepancies
shown
Adjust stamps
+ Touch the Discrepancies icon
* Make a note of all discrepancies shown by the
system
* Adjust the stamps by the amount of the
discrepancies shown to make the system held
totals match the actual stock on hand
For information on adjusting stock see Balancing;
Balancing an individual stock unit; Adjusting stock
Any
<< eemietances Check whether any remittances to the ADC have
Sout to ADC! . ;
taken place during the system failure
NO If any remittances to the ADC have taken place
during system failure:
Obtain manually * Obtain the manually recorded details, including a
recorded details list of all items in the remittance and the bar-
code number of the pouch
1 Bariede No * Decide whether the manually recorded pouch
< tumber bar-code number is available
available?
— If the manually recorded pouch bar-code is not
YES available:
(8) + Go to 'B’ on page 55.
Carry out remittance to * Carry out the remittance to the ADC procedure
ADC procedure
For information on remittances to the ADC, see
REFER ‘Transactions - Other - Past one; Transfers &
remittances; Dealing with remittances to the
Automated Distribution Centre
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!
i
Enter pouch bar-code * Enter the pouch bar-code number manually.
manually
For information on entering a pouch bar-code
manually, see Transactions - Other - Part one;
Transfers & remittances; Entering a remittance bar-
code number manually.
® Examine the screen to see if the system is displaying
a message telling you that the bar-code has not been
recognised
If the system is displaying a message telling you
that the bar-code has not been recognised:
Scan new collection * Scan a new collection pouch bar-code
i pouch barcode
'
i
Destroy collection + Destroy the collection pouch.
pouch
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