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I Bansal, Steve
To:
; McKeown. ‘kevin
Sm SSC Duty Managert..
From: Chambers, Anne O[/ UJITSU EXCHANGE SL GANIZRTIONIO XCHANGE ADMINISTRATIVE GROUP
(FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=48A275057EBF49749F84B3B4B75]
Sent: Thur 11/12/2015 5:20:07 PM (UTC)
Subject: Outreach rems - further instances
remin_2.txt
Not sure who needs to know this, but just in case anyone is interested...
I have found 4 more instances of the problem by scanning all the available BLE files (back to 14** May 2015). The analysis shows that
the scan I did might not be sufficient to pick up all instances (if they remmed in currency but not cash at the same time). It could be
redone if we need to be more confident that we have picked up all problems of this type.
2 of the branches received TCs to correct the ‘miskeyed rems’ (presumably after contacting NBSC, or as a result of FSC noting an
anomaly?). The other 2 remmed out a corresponding amount, to remove the discrepancy.
lf the branches raised calls, they didn’t make it as far as TFS.
Details attached (Gareth already has a copy of this).
From: Chambers, Anne O
Sent: 09 November 2015 1
To: Parker, Steve <{_
Cc: McKeown, Kevin
<
Subje
ansal, Steve (BRAO1) <{ SSC Duty Manager
17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666 -
I have changed the wording as it is not as clear-cut as you would like.
The issue affects only manual remittances and so is most likely to be encountered at outreach branches when completing a
branch-to-branch remittance in. Out of the estate of around 11075 branches, there are currently around 950 branches
where branch-to-branch rems are enabled; 473 of these are outreach branches.
Examining the system, we have seen 5 occurrences in the last 3 months, all at outreach branches. We are not able to look
back further.
A receipt is printed for each rem in, and a transaction log search will show multiple rems for the same amount, each with
different session numbers, so the branch is able to see that this problem has occurred.
As I suspect the next thing I will be asked for is the affected branches, here they are:
BRANCH Date AMOUNT (#) First session
Number of rems
106444 09-SEP-15 150
820888
110444 14-SEP-15 3000 816362 3
214869 15-SEP-15 4000 23797 4
224843 08-OCT-15 8000 12443 4
207828 12-OCT-15 500 68293 5
Anne
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external
From: Parker, Steve
Sent: 06 November 2015 08:54
To: Chambers, Anne O <i
Cc: McKeown, Kevin <
‘Bansal, Steve (BRAO1) < SSC Duty Manager
Subje: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666 -
Anne,
When we were talking about this last, you had some numbers which put the issue into perspective. Can you dig them out again on
Monday please, I’m looking for something like: This issue is only seen at outreach branches, of which there are xxxxx (out of an
estate of 11075 branches). Examining the system, we have seen x occurrences in the last 6 months.
Thanks
Steve
From: McKeown, Kevin
Sent: 05 November 2015 17:40.
To: Bansal, Steve (BRAO1) <i
<i
Subjer
_t SSC Duty Manager
‘W: 17991774 { 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666 -
Steve B
Following on from the Computer Weekly article, we are aware of this issue. There is a fix pencilled in for release 13.05 — Peak
246997.
Kevin
http://www.computerweekly.com/news/4500256860/Communication-Workers-Union-warns-subpostmasters-of-flaw-in-Post-
Office-Horizon-accounting-system
From: Chambers, Anne O
Sent: 0S November 2015 17:36
To: McKeown, Kevin
Subject: FW: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666 -
PC0246997 — fix proposed for 13.05
From: Chambers Anne O
Sent: 26 Octobe:
To: Wicks Tony
__GRO
SSC Duty Manager <i Parker Steve
Tony,
As Steve pointed out, I raised KEL acha621P. I will amend it to include the avoidance action but I don’t think it is realistic to expect
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postmasters to avoid the problem by not pressing Enter multiple times; they are presented with a screen which tells them to press
Enter to exit and so they do.
To get out of the loop they have to press Cancel which gives them an error message saying they have not printed all their receipts
(not true).
I also tried to be careful about any recommendations as to what they should do about the discrepancy, we cannot advise on this as
we don’t know whether there would be any knock-on effects (for example on POLSAP). All I did was point out what had happened
elsewhere. NBSC (probably with POL FSC) need to advise on this. If it is found that remming out again does cause additional
problems, other alternatives may need to be considered.
(’m surprised this has not been reported to us before. Although it’s not in an area that has been changed in recent years, it may be
that the info left lying around after the incomplete logon is now different and is more likely to result in the wrong screen being
displayed.
Anne
GRO
external ¢
From: Parker Steve
Sent: 23 October 2015 12:42
To: Wicks Tony r -
Cc: Bansal Steve (BI Chambers Anne O <i
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # [358666 -
Tony
Anne raised acha621P before going on leave
Steve
From: Wicks Tony
Sent: 21 October 2015 10:05
To: Chambers Anne O
Cc: Bansal Steve (BRAO1) <f77-"" “3
Subject: FW: 17991774 I 2248433 reach Service - hor
Hi Anne,
Vm aware you are on leave until Monday 26" October and I’m on leave on the Monday to Wednesday next week (W/C 26'"),
Please see the e-mail chain below. From Peak and the e-mail chain I can see you did much of the investigation on this incident and
as you can see in the following e-mail it was concluded that Post Master could be advised how to avoid this happening and what to
do if they did get into a transaction discrepancy situation.
Could you please produce a KEL covering this incident advising of the avoidance actions.
Thank you
Tony
Tony Wicks
Problem Manager
Managed Infrastructure Services
FUJITSU
Lovelace Road, Bracknell, Berkshire. RG12.8SN
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From: Wicks Tony
Sent: 20 October 2015
To: Bothick Sandie <_.
Cc: Bansal Steve (BRAO1) <;
<i iq !
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666 -
GRO
Chambers Anne O
Hi Sandie,
Looking at Peak PC0246949 it appears to be derived from 17991774 and I found TfS incident A105041260. There is no Problem
Record raised for this, however Peak PC0246997 was used by Development to investigate this. A code fix has been developed, but
requires official testing and releasing. I've made enquires and unfortunately LST are unable to take the fix for testing in Release
12.88 without significantly impacting that release to live.
As the condition can be avoided by Post Masters, i.e., by making them aware of the condition and advising them not to press enter
multiple times, I propose that this is KEL’ed and included in the counter Release 13.05.
Regards
Tony
Tony Wicks
Problem Manager
Managed Infrastructure Services
FUJITSU
Lovelace Road, Bracknell, Berkshire. RG12 8SN
From: Bothick Sandie
Sent: 20 October 2015 12:06
To: POA DutyManager
Cc: Bansal Steve (BRAO1) <: SC Duty Manager<_ SGRO-
Subject: FW: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666 -
Hi POA DM
Have PEAK make you aware of this issue?
Do you have a PR open — please see below from Atos in RED.
Below is what I sent to Atos earlier —
Hi Katie
Im coming in blind on this — Looking at the incident this is our update from PEAK
TfS Connector 15/10/2015 15:57 00:00:00 Provider Desk Resolution POA-Horizon
Provider Ref; PC0246949
Resolution Details: Update by Anne Chambers:Category 70 -- Final -- Avoidance Action Supplied: We have found that if there is a logout before a
user has fully logged on, then subsequently a pouch is remmed in manually (most likely at an outreach branch), then after the rem in slip has
been printed, the same screen is redisplayed and the user is likely to press Enter again and duplicate the remittance, possibly several times. A
different screen should be displayed which would prevent this happening.
Arrem in slip is printed each time, showing the same details but different session numbers, and a transaction log search confirms the repeated
rems.
This is not an area that has changed for several years so it likely to have happened before but we have no record of it having been reported to
us. I can only check back two months; I've found 4 other instances (outreach branches 214869, 106444, 110444, 207828) and all but the last
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removed the discrepancy by completing a rem out for the excess, which corrected the system cash holding. Branch 224843 may be able to do the
same but NBSC should advise on this.
We are continuing to investigate the problem (PC0246997), but any fix will not retrospectively change the branch accounts.
So we are aware of the issue and are continuing to investigate but NBSC should be able to sort the discrepancy out in the
meantime.
By the sounds of it NBSC are just saying it our issue — which we are investigating — BUT they are missing the fact that they can sort
the discrepancy out.
Thanks Sandie
From: Austin, Katie (ext) [f
Sent: 20 October 2015 12:02
To: Bothick Sandie <
Cc: Austin, Katie (ext)
Subject: FW: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Sandie,
Am looking for your assistance please! See below response from NBSC in regards to the issue at Dalmellington Outreach...
Can you please let me know:
Is this issue an open problem (if so is there a PR reference?)
When was this issue first observed?
Do we have any indications as to the potential root cause?
What is the current action plan and associated timescales for resolution?
tat
<
V'd be really grateful if you could share all the detail we have at this stage in order that I can respond to Anne and set expectations.
Thank you!
Katie
From: Anne Allaker [. GRO ]
Sent: Tuesday, October 20, 2015 11:57 AM
To: Austin, Katie (ext); Kendra Dickinson; Rod Ismay; Dawn Brooks
Cc: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Humphries, Ian; Ibrahim Kizildag
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Thankyou Katie,
If this incident is caused by the branch action it may be right and proper for NBSC to offer the advice
given below however I am concerned that there have been 4 incidents identified by Fujitsu with no
explanation sitting behind them.
NBSC cannot check what the branch has done on their Horizon system and do not understand the impact
to the Branch Account hence the request for support from our colleagues in Finance Service Centre.
Where incidents like this occur I would expect an explanation of the root cause to be supplied by Fujitsu
via Atos so that both our Finance Service Centre and NBSC colleagues can be assured that the right
advice is given, there is no impact to the branch account and a full audit trail is available. It does not feel
right for Atos and Fujitsu to be giving instruction to NBSC to speak to branches with advice with
insufficient information.
If this has happened in this case it would be useful to see that in this email trail.
Thanks
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Anne
. Anne Allaker
Support Services Transformation
Programme
From: Austin, Katie (ext) I
Sent: 20 October 2015 10:36
To: Kendra Dickinson; Rod Ismay; Dawn Brooks
Cc: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Ian Humphries; Ibrahim Kizildag; Anne
Allaker; Austin, Katie (ext)
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Thank you Kendra.
I’ve asked Fujitsu to advise regarding the root cause however my immediate concern is rectifying the reported loss.
Fujitsu have provided the following information which may be useful:
As per Fujitsu, they have found found 4 other instances (outreach branches 214869, 106444, 110444, 207828) and all but the last
removed the discrepancy by completing a rem out for the excess, which corrected the system cash holding. Branch 224843 may be
able to do the same but NBSC should advise on this
Many thanks,
Katie
From: Kendra Dickinsot
Sent: Tuesday, October 20, 2015 10:32 AM
To: Rod Ismay; Dawn Brooks
Cc: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Humphries, Ian; Austin, Katie (ext);
Ibrahim Kizildag; Anne Allaker
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Rod/Dawn
Could I enlist your help and support on the below issue please?
Whilst I am happy for NBSC to try and support where they can, the concern I have with the below is we have no process for
managing this type of issue and we are unable to see any of the back end accounting for this Branch. Therefore, any advice that we
try and provide could end up making matters worse — this is already showing a £24k loss. I am not happy for NBSC to give advice
on something that is not a process that exists within the knowledgebase.
Similar to a disconnected session, NBSC would have no understanding as to the implications on branch accounting if they were to
advise the branch as suggested below.
From the explanation below, this appears to be a technical issue, however, I don’t know if you have any other previous similar
scenarios that would advise on what the correct process should be for this particular situation?
Many thanks
Rgds
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kendra
Kendra Dickinson
Senior Contact Centre Relationship
Manager
Support Services
From: Austin, Katie (ext) {
Sent: 20 October 2015 09:53"
To: Kendra Dickinson; Ibrahim Kizildag
Cc: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Ian Humphries; Austin, Katie (ext)
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Kendra,
I can provide some background here which will hopefully explain why I suggested this call. The below issue was raised with lan
Thomas by Helen Baker on 8" October:
This morning Anne Remmed £8000 from core branch to outreach using barcode.
When she accepted into outreach, and settled, horizon printed receipt, then another, then another, then another..she managed to
stop it at four receipts of £8000 from the one barcode rem in transaction.
She was concerned as she had never seen this before. She balanced core and it was correct, but outreach was £24,000 short.
Although the core had sent only one lot of £8000, the outreach had accepted 4 lots of £8000 in one transaction!
She has spoken to NBSC ref 1358666 who told her it was a technical issue.
She then phoned the IT help desk ref: 17972295. She was unconvinced they understood the problem although they said they would
probably ‘rectify remotely’. After waiting till the end of day, she called back and escalated to option 7 and spoke to Rich who told
her to phone NBSC.
I don't think the helpline understood what's happened. I can understand that as you would think it not possible. But, incredibly,
Anne's outreach horizon now shows £24,000 short and it doesn't exist. As you can imagine, Anne is concerned and I have told her
not to touch the outreach unit until this is resolved for her.
The incident was passed to Fujitsu who have advised that in order to resolve the issue, the branch/NBSC must ‘complete a rem out
for the excess to correct the cash holding’ which Fujitsu are unable to do. The NBSC has subsequently advised that they cannot
assist as this is an IT issue however Fujitsu are also advising that they cannot assist. As a result, the issue has been passed back and
forward for over a week.
In order to resolve this as quickly as possible for the branch and avoid any further delays, I suggested a call between all parties to
discuss and agree a way forward.
I hope this helps.
Thanks,
Katie
From: Kendra Dickinson } GRO
Sent: Tuesday, October 20,2015 9/45 AM ~~
To: Ibrahim Kizildag; Austin, Katie (ext)
Cc: John Cawthorn
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi lb
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No can you please hold fire on this as I don’t think this is something NBSC potentially should be getting involved in. I need to read
through this in detail.
Reds
kendra
. Kendra Dickinson
Senior Contact Centre Relationship
Manager
Support Services
From: Ibrahim Kizildag
Sent: 20 October 2015 09:28
To: ‘Austin, Katie (ext)'
Cc: Kendra Dickinson
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Kendra;
Please see attached email below , are you ok for NBSC team to join this conference call ?
Kind Regards;
Ibrahim Kizildag Team Leader
NBSC
Dearne House
Cortonwood Drive
Brampton
Barnsley
$73 OUF
To: IT-Solutions R SMC PostOffice Incident Management; Ibrahim Kizildag
Cc: Jaisinghani, Pavan; Austin, Katie (ext)
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Thank you Abhishek.
Ibrahim — I’ve suggested we have this teleconference as this issue has been bouncing between Fujitsu and NBSC for some time.
Can you please confirm who from the NBSC would be best placed to participate in order that we can schedule the call? The
Incident Management Team will chair it.
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Many thanks,
Katie
From: IT-Solutions R SMC PostOffice Incident Management
Sent: Monday, October 19, 2015 5:33 PM
To: ibrahim.kizildaq@!
Cc: Walker, Rob; Austin, Katie (ext)
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Ibrahim,
As this incident is not getting resolved can we have con-call set up between NBSC & Fujitsu.
The Site had transaction discrepancy,
As per Fujitsu, they have found found 4 other instances (outreach branches 214869, 106444, 110444, 207828) and all but the last
removed the discrepancy by completing a rem out for the excess, which corrected the system cash holding. Branch 224843 may be
able to do the same but NBSC should advise on this.
Please can your team contact branch & check if your team can remove the discrepancy by 'completing a rem out for the excess to
correct the system cash holding'
Regards,
Abhishek Rane
Incident Management
Embassy Tech Zone,
Hinjewadi, Phase-2, Pune-411057
Atos India
From: IT-Solutions R SMC PostOffice Incident Management
Sent: Monday, October 19, 201.
Cc: Walker, Rob
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies
Hi Team,
Please can your team contact branch & check if your team can remove the discrepancy by ‘completing a rem out for the excess to
correct the system cash holding’
I've found 4 other instances (outreach branches 214869, 106444, 110444, 207828) and all but the last removed the discrepancy by
completing a rem out for the excess, which corrected the system cash holding. Branch 224843 may be able to do the same but
NBSC should advise on this.
Regards,
Abhishek Rane
Hinjewadi, Phase-2, Pune-411057
Atos India
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From: IT-Solutions R SMC PostOffice Incident Management
Sent: Monday, October 19, 2015 12:39 PM
To: 'nbscenquirest_
Cc: Walker, Rob
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies
ms
Hi Team,
Please can your team contact branch & check if your team can remove the discrepancy by 'completing a rem out for the excess to
correct the system cash holding’
Regards,
Abhishek Rane
Incident Management
Embassy Tech Zone,
Hinjewadi, Phase-2, Pune-411057
Atos India
From: IT-Solutions R SMC PostOffice Incident Management
Sent: Friday, October 16, 201!
To: NBSC Admin Team (i
Cc: Walker, Rob
Subject: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies
Hi Team,
As per Fujitsu, please can your team contact branch & check if your team can remove the discrepancy by ‘completing a rem out for
the excess to correct the system cash holding’
Regards,
Abhishek Rane
Hinjewadi, Phase~
Atos India
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Atos, Atos Consulting, Worldline and Canopy The Open Cloud Company are trading names used by the Atos group. The
following trading entities are registered in England and Wales: Atos IT Services UK Limited (registered number
01245534), Atos Consulting Limited (registered number 04312380), Atos Worldline UK Limited (registered number
08514184) and Canopy The Open Cloud Company Limited (registration number 08011902). The registered office for each
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This e-mail and the documents attached are confidential and intended solely for the addressee, and may contain confidential
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Please notify the sender immediately and delete this email from your systems. As emails may be intercepted, amended or
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maintain a virus-free network, we do not warrant that this transmission is virus-free and can accept no liability for any
damages resulting from any virus transmitted. The risks are deemed to be accepted by everyone who communicates with
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This email and any attachments are confidential and intended for the addressee only. If you are not the named recipient, you must
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Atos, Atos Consulting, Worldline and Canopy The Open Cloud Company are trading names used by the Atos group. The
following trading entities are registered in England and Wales: Atos IT Services UK Limited (registered number
01245534), Atos Consulting Limited (registered number 04312380), Atos Worldline UK Limited (registered number
08514184) and Canopy The Open Cloud Company Limited (registration number 08011902). The registered office for each
is at 4 Triton Square, Regent’s Place, London, NW1 3HG.The VAT No. for each is: GB232327983.
This e-mail and the documents attached are confidential and intended solely for the addressee, and may contain confidential
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Please notify the sender immediately and delete this email from your systems. As emails may be intercepted, amended or
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maintain a virus-free network, we do not warrant that this transmission is virus-free and can accept no liability for any
damages resulting from any virus transmitted. The risks are deemed to be accepted by everyone who communicates with
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This email and any attachments are confidential and intended for the addressee only. If you are not the named recipient, you must
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the sender by reply email and then delete this email from your system. Any views or opinions expressed within this email are solely
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POST OFFICE LIMITED is registered in England and Wales no 2154540. Registered Office: Finsbury Dials, 20 Finsbury Street,
London EC2Y 9AQ.
Atos, Atos Consulting, Worldline and Canopy The Open Cloud Company are trading names used by the Atos group. The
following trading entities are registered in England and Wales: Atos IT Services UK Limited (registered number
01245534), Atos Consulting Limited (registered number 04312380), Atos Worldline UK Limited (registered number
08514184) and Canopy The Open Cloud Company Limited (registration number 08011902). The registered office for each
is at 4 Triton Square, Regent’s Place, London, NW1 3HG.The VAT No. for each is: GB232327983.
This e-mail and the documents attached are confidential and intended solely for the addressee, and may contain confidential
or privileged information. If you receive this e-mail in error, you are not authorised to copy, disclose, use or retain it.
Please notify the sender immediately and delete this email from your systems. As emails may be intercepted, amended or
lost, they are not secure. Atos therefore can accept no liability for any errors or their content. Although Atos endeavours to
maintain a virus-free network, we do not warrant that this transmission is virus-free and can accept no liability for any
damages resulting from any virus transmitted. The risks are deemed to be accepted by everyone who communicates with
Atos by email.