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Filed on behalf of the: Claimant
Andrew Wise
1
"aWwi"
Date made: 12/10/06
IN THE HIGH COURT OF JUSTICE Claim No. HQO5X02706
QUEENS BENCH DIVISION
BETWEEN:
POST OFFICE LIMITED Claimant/Part 20
Defendant
- and -
LEE CASTLETON Defendant/Part
20 Claimant
WITNESS STATEMENT OF ANDREW WISE
I, ANDREW WISE, of Human Resources, Capstan House, Chandlers point, 35
Broadway, Salford Quays, Salford, MSO 2PB WILL SAY AS FOLLOWS:
1. I am currently an Outlet Field Support Leader employed by Post Office Limited
(the Post Office). I have worked for the Post Office since 1991. I am
responsible for training new sub-postmasters and branch counter staff on Post
Office Transactions and procedures and the Horizon system and co-ordinating
national training issues. From May 2001 to November 2004, I was a postal officer
at the Network Business Support Centre (NBSC) working as a Tier 2 Advisor.
However due to my experience and knowledge, I was often asked to stand in as a
team leader. My responsibilities included those of a service support advisor
involved in answering calls which were generally more complex than the first tier
of calls that sub-postmasters make to the NBSC. Prior to that, I was a Horizon
field support officer from 1999 to 2001 and prior to that I spent 8 years as a
counter clerk. I have a working knowledge of the computer system known as
Horizon, which is a computerised accounting system used by the Post Office.
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2.
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1 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 “AW1” to this Witness Statement.
Network Business Support Centre (NBSC)
The Post Office provides a service to sub-postmasters and clerks called the NBSC,
which is a helpline they can call to try to resolve business related queries.
There are two tiers of service support at NBSC. Tier one is essentially customer
services and is a separate entity. Tier two was run by the Post Office and was for
calls that tier one were unable to deal with. I understand that the tier one team
could between them take approximately 2,000 calls in total each day and at tier
two, an individual could take approximately 30 calls each day. Basically a sub-
postmaster would call the NBSC telephone number, select the options to get
through to tier one and then explain their problem. It may be a pre-recorded
standard response, but if there is none available, the sub-postmaster could get
put through to tier two. A lot of time on tier two is spent prompting sub-
postmasters and clerks to double check information they should have been
checking any way.
Double entry accounting and daily reporting procedures
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I have been asked to explain what Horizon is and the daily and weekly reporting
procedures that sub-postmasters must adhere to.
The counter positions in the post office branches each have a computer terminal,
this includes the processor, a touch sensitive screen, a keyboard, barcode scanner
and printer. Once a clerk logs on, any transactions they perform are recorded
and entered into the computer. The computer system is called Horizon.
Post Office branches operate double entry accounting. I think that every
transaction (apart from online banking such as withdrawing or depositing cash at
the counter) recorded by the clerk on to their computer has a corresponding
physical document, such as a TV license counter foil, savings bank deposit,
withdrawal slip or cheque.
A summary of the prescribed daily procedures that sub-postmasters must follow is
at pages 1 to 2. This includes the following:
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TV Licenses - Non Barcoded
9. Each day the sub-postmaster must enter details on the green daily summary form
P5744 which is retained at the branch. They have to print a daily report and
check that the totals of the counter foils agree with that report. The report is
produced from information contained upon the Horizon system and shows all the
transactions of that type that have been recorded for the day. If the report and
the counter foils tally with each other, the subpostmaster cuts off the report on
the computer to reset it to zero for the next day. (‘Cut off” means that the
subpostmaster presses a button on the computer to confirm that he has
completed the report, so that when the report is next printed, it will include only
transactions done after the cut-off point). They then complete a batch control
voucher (BCV) paperclip together none barcoded TV and non barcoded over 75
counter foils to the BCV and send the counter foils off to be processed. Up until a
few years ago, they sent them to Data Central, a processing centre in London run
by the Post Office. However, I think that from around the end of March 2004
onwards there was a phased migration over to the EDS Processing Centre (EDS)
in Shepshed, Leicestershire because the task of processing was outsourced by the
Post Office to the EDS. From a branch point of view, this just meant putting the
BCV and Counterfoils in a different envelope.
10. The sub-postmaster has to print a report each day and check that the totals on
the print out agree with the documents to hand (whether cash deposit, cheque
deposit envelope or encashment cheques) if the totals agree, they then have to
cut off the report so that it resets for the next day. They then complete a BCV and
paperclip the cash deposit slips, check deposit envelopes and then encashed
cheques together and place in the envelope to go off to be processed.
Cheques, Giro bank deposits and Savings Bank
11. The sub-postmaster then goes through a similar daily procedure for cheques, giro
bank deposits and withdrawals and Savings Bank Deposits and Withdrawals i.e.
for each of these, the sub-postmaster has to print a report, check that the
cheques, giro slips, cash or other documents agree with the report, paperclip the
relevant documents together with the BCV and send them to the correct place
such as girobank, Data Central or (nowadays) EDS.
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Daily Cash Declaration
12.
After the branch closes each day, the sub-postmaster has to enter details of their
cash on hand. This involves typing the quantity of each denomination they have
into their computer and then printing a cash declaration to declare the quantity of
cash in the tills overnight. (This is called the overnight cash declaration or
ONCH).
APS Transactions
13.
After the branch closes each day, the sub-postmaster has to print a report listing
that days APS transactions. APS stands for Automated Payment System and
means transactions where the customer either users a card with a magnetic strip
on it to pay a bill, or pays a bill that is barcoded. The sub-postmaster is supposed
to check that they have the correct number of APS slips and to staple the Horizon
APS Daily Report to their receipts and retain on the office.
Weekly Balance Procedure
14.
15.
Each week the sub-postmaster has to go through a weekly balancing procedure.
A summary of the current procedure is at pages 3 to é (the current procedure
refers to “Branch Trading” and “monthly Trading Statements”, which is a monthly
balancing process introduced in September 2005 to replace the weekly
procedure). Most of the balancing processes are still the same today but I have
tried to describe below the procedure as it was at the material time i.e. from
December 2003 to March 2004.
When the subpostmasters print their counter reports each day in time for the last
despatch from the branch (which could be as early as 4.00pm), they may in
practice then serve further customers and carry out further transactions that day.
Accordingly, when they do their weekly balance the subpostmaster has to
complete further copies of the counter daily reports (of the sort listed in
paragraphs 9 to 13 above) and counter weekly reports. All transactions that are
sent off weekly are classed as counter weekly reports. These include things such
as Pensions and Allowances, Green Giros, Postal Orders. These are listed on the
Weekly Balancing hand out. The reports look the same as those produced for
Daily reports. They are then encouraged to print a balance snapshot and use that
to ensure that the Horizon system stock held figures matches the actual stock
holdings in their branch. They also have to check all receipt and payment
transaction totals with the supporting vouchers/documentation. There are ways
in which they can amend any stock discrepancies. They then have to print the
mandatory office weekly reports being the suspense account report and rejected
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postage label report. These are produced off the A4 printer and retained in the
branch with the cash account.
The sub-postmaster then completes all other manual summaries and
reconciliations, for example National Savings Weekly Summary, Change Given
Return, Electric Tokens, Promotional/Payment Vouchers, MVL Weekly
Reconciliation, Rod Licence Reconciliation, Gift Voucher Weekly Reconciliation,
DVLA Premium Service Summaries, UK PA Check and Send summaries, Electric
Schemes and National Lottery Cheque Prize Payments.
If a branch has an On Demand Bureau de Change, the sub-postmaster then prints
a foreign currency report and checks the figures against their actual stock
holdings.
They then make new declarations for cash and stamps, entering on the system
the cash nominations they have and a number of each different type of stamps.
They then print a report which is kept with their branch.
The office then produces a Trial Balance report, if all the cash stock and figures
are correct and once the National Lottery figures have been entered the office can
then be rolled over and a Final Balance report is produced which the sub-
postmaster should sign and stamp with the date.
Each week, the sub-postmaster sends to Chesterfield the paid postal and money
orders slips, a Giro Bank Change Summary (the Post Office offers a change giving
service to customers that bank with Girobank and this is a summary of how many
transactions are done), UKPA Check and Send (if they do the Passport Check and
Send service, which would be unlikely in a sub post office), a form setting out
Redeemed Post Office and TV Savings Stamps, National Lottery prize payments
(£500 plus) (which shows details of what cheques have been issued to National
Lottery winners where the prize is more than £500) and DVLA premium service
forms (which is a service where a customer can apply for a photo card driving
licence at the Post office). The branch checks the form and ID and sends it off.
After everything has been completed and the office is happy with the balance they
will then complete the weekly Cash Account report. 2 copies are produced and
signed. 1 of these copies is sent to Transaction Processing at Chesterfield and the
other is retained in the office. At pages 7) to ea ig a copy of a Cash Account from
the Marine Drive branch for week 50 (the week ending 11 March 2004), by way of
an example.
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The Horizon System
22. Accordingly, it can be seen that if the clerk or sub-postmaster makes a mistake
when imputing transaction details into their computer, there are a number of
points at which this can be picked up, because there are daily and weekly reports
that the sub-postmaster have to produce at which stage they have to check and
satisfy themselves that the physical documents evidencing transactions, (for
example cheques, giros, pensions and allowances) match what they have entered
on the system. In addition to that, there are various teams responsible for
different sorts of paperwork produced by the branch, including a giro bank team,
cheques team and pension team. For example, if the clerk records an item
incorrectly on the system, they should pick this up on either their daily or weekly
report. However if they fail to do so, this will be picked up at the Processing
Centre. If an item has been wrongly recorded, an error notice would be
generated, although this can easily take up to 12 weeks or so. This will mean
that if a transaction has been over or under stated there will be either a claim or
charge error respectively.
Sub-Postmaster Training
23. As previously stated, I am currently responsible for training new sub-postmasters
and branch counter staff on Horizon. The training includes how to use the Horizon
system and would include a lot of transaction based procedures such as - Cheque
acceptance, Girobank, National Savings, pensions and Allowances, Postage, TV
licences, letters and parcels and Personal banking. It also covers subjects like
customer care and security, Health and Safety, how to use the counter operation
manuals and procedures such as the daily accounting and (at the time in
question) weekly balancing.
24. In the training delivery team we have a record of Mr Castleton becoming
subpostmaster on 18 July 2003 and that he was offered 4 days training from the
14 to 17 July at our classroom in Leeds. Mr Castleton then had a trainer on site
with him from 18 to 25 July 2004.
25. Each branch has a copy of the Horizon User Guide which is a reference tool and
explains how to use Horizon, (such as balancing, administration, reports, transfers
remittances and transactions) and a Horizon Operations Manual which gives
guidance on products such as girobank, national savings accounts, personal
banking, corporate banking, cash and cheques acceptance, pensions and counter
operations. In addition, literature such as Operation Focus a weekly magazine
circulated to all branches and operational Workaid, a similar magazine but
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circulated as and when there are more major changes to products, prices or
procedures, help keep branches abreast of developments.
NBSC Review in January and February 2004
26.
27.
28.
29.
Sarah Pennington (who has since left the Post Office) was the Tier 2 advisor who
dealt with some of the calls raised by this office at around the end of January
2004. At that time and during these calls she discussed the issues with me. I do
not now remember all of the details of this case but have refreshed my memory
from reviewing the NBSC call logs and the email dated 20 April 2004 from Andrew
Price (NBSC) to Catherine Oglesby (who was then Mr Castleton’s Retail Line
Manager) (page 13). rp,
p224
That e-mail records that Sarah Pennington had spoken to the sub-postmaster at
Marine Drive (in or around January or February 2004) who wasn’t sure what was
causing the errors and that he had been using the slave computer terminal to
enter his stock and cash, which he was told would not cause a problem as long as
it was attached to the correct stock unit. If there was any communication
problem between the two computers, the words “node disconnected” would flash
up on screen when any reports were produced.
The sub-postmaster apparently thought there were some errors relating to the
National Lottery. I am reminded from the e-mail that Sarah phoned the lottery
team at transaction processing who confirmed that there were some errors in the
timing of the recording of receipts. For example, one week the branch would fail
to enter the details of some lottery receipts into Horizon, but the next week the
branch would compensate for this by overstating the receipts. The most likely
explanation for these discrepancies is that they were caused by the late entry of
the lottery cash receipts on to the Horizon computer, if the shop stayed open later
than the Post Office counter. Accordingly, for every charge error there was a
corresponding claim error as the clerk and/or sub-postmaster had simply entered
the lottery figures in the wrong cash account period. If the cash account period
(week number) is wrong one week, the next week this would balance out, hence
the sub-postmaster would receive a charge error in the first week and a claim
error in the second week.
The email records that the sub-postmaster was also concerned that when entering
the lottery figures, the terminals did not appear to be communicating. However if
that had been the case, the sub-postmaster would have a very large number of
errors on every report and product.
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In February 2004, I looked at the cash account information that the sub-
postmaster sent to Sarah, but I was unable to find any errors. The only amount I
questioned was a large amount on the cheques to Processing Centre, but I was
able to confirm that this was a cheque payment for the purchase of premium
bonds. Accordingly, there was nothing more NBSC could do. I note from our
email of 20 April 2004 (but do not recall saying this myself) that NBSC suggested
to Mr Castleton to work a manual system at the side of Horizon to see if any
problems were highlighted. He was also advised to take a snapshot before and
after he did the “REMs” (as defined below) to see if there were any problems
occurring when he did a remittance.
When a subpostmaster receives a delivery of cash and/or stock, he enters the
details and quantity into his computer and this is called “remming in” the stock).
The cash and stock are delivered to the office in a grey pouch by the Cash in
Transit driver. The subpostmaster would sign a docket to say that they have
received this pouch (each pouch had a reference number and this tied up with
what the cash centre had put in the pouch, so the driver never knew what was in
each pouch). The subpostmaster would then open the pouch and there would be
an advice note in the pouch listing what cash or stock should be in that pouch.
The subpostmaster had 24 hours to check that the amount agreed with the advice
note (if it did not he had to contact the Rem Unit within 24 hours of receiving the
pouch). The subpostmaster would then rem this amount into the Horizon system
and it produced a “rem in” slip that was attached to the advice note and was
retained in the branch with all other paper work. (This procedure changed around
August 2004 to an automated system where the barcodes on the pouches were
scanned in on Horizon and the value was automatically entered on the system).
Although I do not now recall it, our email suggests (and I believe) that we
concluded that the Horizon system was working properly and did not appear to be
the cause of the unauthorised losses incurred.
I can see from the NBSC call logs that on 4 March 2004 Mrs Oglesby asked NBSC
for information of calls made to the NBSC from the Marine Drive branch relating
to losses when balancing and what investigations were undertaken by NBSC
during these calls. I helped Sarah Pennington to prepare an email that Andrew
Price (NBSC) could (and did) forward to Mrs Oglesby on 20 April 2004 to explain
what investigations had by that time already been carried out (page 13).
TE3., p3249
NBSC Call Logs
34. I have been asked to provide an overview of all call logs from the Marine Drive
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branch and an overview of them from December 2003 to April 2004 are set out
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below - FAD code 213337. These were compiled during the ordinary course of
business from information supplied by employees of NBSC who have or may
reasonably be supposed to have personal knowledge of the matter dealt with in
the information supplied, but are unlikely to have any recollection of the
information or cannot be traced. Although I was involved in assisting with the
NBSC investigation of the Marine Drive branch queries, I probably dealt with very
few of these calls (if any at all) and accordingly the information set out below is
based on my interpretation (from experience) of what is written in the call logs
and is provided simply to help clarify them for the benefit of the Court.
As appears from the above call logs below, there were a total of 88 NBSC call logs
relating to the Marine Drive branch for the period December 2003 to April 2004.
Out of these 88 calls, 62 calls appear to be concerned with minor issues. Of the
remainder for the period from December 2003 to 23 March 2004:
(a) 11 calls, being those on 14, 21, 22 (2 calls), 29 (2 calls) and 30
January, 12, 13 and 26 February and 8 March 2004 (each marked with
a * sign) appear to relate purely to the issue of losses;
(b) 11 further calls, being those on 29 and 30 January, 13, 16 (3 calls), 24
and 25 February and 23 March 2004 (3 calls) (each marked with a +
sign) appear to relate purely to computer issues of various sorts; and
(c) 4 further calls, being those on 28 January, 25 and 26 February and 4
March (each marked with a # sign) appear to raise issues relating to
both the losses and computer system.
None of the call logs themselves revealed the existence of any computer
faults, although the subpostmaster did in some calls say that he thought that
he was having computer problems. «
Bi> _, pUIS2
1 December 2003, call reference H12881564 (page 14) the sub-postmaster
wanted to know where they sent their application for telephone claims. The
resolution was stated to be KB which means that an answer was provided from
the knowledge base. Given the volume and variety of calls to NBSC, the KB is a
tool used by NBSC to find information and give answers to subpostmasters. It as
a bit like a computerised library for the P.O or a more tailored and sophisticated
version of “Frequently Asked Questions” that you often see on websites and
enables NBSC to effectively apply and maintain consistent service standards
across the board when dealing with subpostmaster queries. The NBSC advisor
will use a system called “Remedy” (which is the system used to log calls and is
linked to the KB) to categorise a call made by a subpostmaster. If the correct
1A.1209519.5 9 _ 3C8
37.
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categorisation is used, then the system should give the advisor the answer to the
question. This is because when NBSC search on the knowledge base, there is
taxonomy or “case titles” to help choose answers from and they select which one
you want to see. The answer is displayed in a Microsoft Word document. For
example, the case title for the above question could be “What are the Contact
Details for Telephone Claims.”
FOIA. PUIS?
1 December 2003, call reference H12881573 (page 14) the caller wanted a
telephone number for human resources. An answer was given from the knowledge
base.
M2... PUIS
11 December 2003, call reference H12903595 (page 15) there was a power
failure on the street and the office has electronic shutters so the branch was
unable to open. Each branch has 2 or 3 nominated offices so if an office is closed
the customers will be directed to a nominated office to transact their business.
NBSC would give the nominated office details to the subpostmaster so he could
display a notice telling customers where to go.
mi2., pUIsSY
11 December 2003, call reference H12904136 (page 16) the clerk called to
confirm that the branch had been reopened.
tai2, Puisy
12 December 2003, call reference H12906756 (page 16) the clerk wanted to
know what the counter procedure was for a local collect when a customer comes
to pick it up. Local collect is a service offered by the post office: if Royal Mail can
not deliver a package, they can leave this at the local Post Office branch and the
customer can collect it from there. They were provided with an answer from the
knowledge base.
Wi p Uisey
13 December 2003, call reference H12908771 (page 16) this was a call
because the customer had received a card in the name of Vera instead of Violet.
This was resolved by providing the clerk with an answer from the knowledge base.
TH2 py ST
13 December 2003, call reference H12908772 (page 17) the office was open
but was showing up as closed. This call would have been created by the advisor
who answered the previous call. When they took the first call, it would have
flagged up on the computer that the office was still closed where in fact it was
open. This call would have been passed to the administration team and they
would change the office status to open.
Wid. PULSE
22 December 2003, call reference H12925312 (page 18) the postmaster sent
off an application with the Personal Invitation Document (PID), which is used to
apply for a Post Office Card Account Card for the opening of an account and
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identification form which was erroneously rejected by the EDS. They retained the
ID form and PID and the application form was represented, but it had been
returned again because there was no PID or ID form, although the sub-
postmaster said that EDS had retained them. The caller advised the sub-
postmaster that as the application had been erroneously rejected, NBSC would
pass his comments to our customer relations team to progress as a complaint
against EDS.
rBl2, PUIS 7
22 December 2003, call reference H12925361 (page 19) this is a record of
the sub-postmaster’s complaint about EDS being forwarded to them.
23 December 2003, call reference H21243010 (page 20) the postmaster
wanted to know if the procedures for printing a postage label had changed and
was advised that the pre-paid will be reduced by an amount of extra service
(recorded).
PLA ple SB
30 December 2003, call reference H12937387 (page 20) the clerk called to
say that the customer had changed addresses and also post offices for his card
(which I believe would have been his Post Office Card Account). His new card had
been sent to the old office and the clerk wanted to know how he could have had
the card directed to the new office. This was resolved by providing the clerk with
information from the knowledge base.
TBD. pUuls9
30 December 2003, call reference H12937703 (page 21) the sub-postmaster
had received a few enquiries from customers regarding the changes to the
National Savings Ordinary Account. The sub-postmaster was advised that NBSC
do not have any further information regarding the changes to the Ordinary Saving
Account other than information contained in MBS 453. MBS stands for “Message
Broadcast System”. When urgent information needs to be sent the network a MBS
is sent out direct to all Post Office branches to their Horizon system. MBS 453 is
the number of the MBS sent out. I do not have a copy of this and doubt whether
they would be kept from 3 years ago, but in any event it would only hold
information relating to National savings Ordinary Account.
MBI, PUI
* 14 January 2004, call reference H12971100, (page 21) the clerk called in
relation to a discrepancy i.e. a loss of £1,103.13. They were provided with an
answer from the knowledge base. The call log does not record what the
subpostmaster said. From memory, I believe that the advice on the KB for an
office that misbalanced was that the subpostmaster should check all cash stamps
and stock, check rems and cheques to processing centre rems, and check
pensions and allowances and other documentation.
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WO. pUIbO
19 January 2004, call reference Q12980113 (page 22) there was an incorrect
cash dispatch. It appears from the call log that Lisa, the person calling from the
branch, was not sure of the procedure to despatch cash to Hemel Hemstead (this
is the main cash depot). NBSC advised her of the correct procedure.
rHi2, pulse
20 January 2004, call reference H21265950 (page 22). This is a request to
have a copy of week 43/03 counter news to be sent to the office. Counter News is
a weekly publication sent to all branches that lists operational changes, it could be
the branch lost or did not receive a copy.
WIZ... PUG)
20 January 2004, call reference H21265965 (page 23) the sub-postmaster
had not received a copy of the sales report for the last period and wanted to know
how one could be ordered. The sub-postmaster was advised that the reports
were late and he should receive it by the end of the week at the latest as they
were being dispatched.
pid. Pub?
* 21 January 2004, call reference H12987381 (page 24) the sub-postmaster
called because they had a cash account discrepancy of £4,294.67. The call was
logged with the suspense team. (At this time, there was a suspense team to try
to ensure that nothing was transferred into the suspense account that was not
permitted).
teir, p4tb2
* 22 January 2004, call reference H12987919 (page 25) the sub-postmaster
reported a loss of £4,000. He said he was in the office until 11pm last night but
could not find anything. The NBSC went through all the balanced cheques with
him. It appeared that the sub-postmaster had checked the REMs in and out, his
cash, stock and pensions and allowances but was unable to find the loss. The sub-
postmaster was therefore advised that this matter would be passed through to
the suspense team. (When cash or stock goes into a branch, it is “remmed” in ie
entered into or out of the system. The sub-postmaster has to check the rem foils
to verify that he receives the cash or stock listed on the foil).
pkey
* 22 January 2004, call reference H12987957 (page 26) the sub-postmaster
eID
called. There was a loss in week 43 of £4,230.97. This was an unknown error.
That means that the sub-postmaster should not transfer the loss into the
suspense account.
TRIZ, PuLEY
22 January 2004, call reference H21268317 (page 26) a disabled customer's
card had arrived in an incorrect name of Bernice instead of Denise and the sub-
postmaster wanted to speak to EDS. An answer was given from the knowledge
base.
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Eldan PHILS
27 January 2004, call reference H12999552 (page 27) this refers to a
training event in Scarborough.
THAD. PULLS
28 January 2004, call reference H13003838 (page 27) the sub-postmaster
enquired whether there was a service available for customers to send money to
somebody in another part of the country. That answer was provided from the
knowledge base.
DAD «Pp ELbb
# 28 January 2004, call reference H21272735 (page 28) the sub-postmaster
had called to say that since he had broadband installed, every time he receives
stock into his office it was showing short by the same amount. He had checked to
make sure that it was remmed in properly but it was still showing £2,500 short.
After NBSC spoke to the sub-postmaster, it appeared that he was entering all the
transactions correctly, so the sub-postmaster was advised that if he felt that that
was a technical system problem he should call the Horizon System Helpline (HSH)
that deals with technical issues, so that they could investigate. The NBSC advisor
would have gone through the rem procedure with the subpostmaster and it looks
like he established he was remming the cash in correctly. He was advised to
“palance and roll for a definite figure” i.e. to produce a trial balance, since it is
only at this stage you can get an accurate picture of what the value of the
discrepancy is and to call HSH if he didn’t have any success.
Wid, p UIE?
* 29 January 2004, call reference H13005452 (page 29) the branch called
and said they were showing a loss of £2,523.12 and that this was the third
discrepancy in as many weeks. NBSC checked through the figures using a
‘transaction log and also looked at the REMs declaration and the cash flow. No
trace of the discrepancy was found and this was referred to the suspense account
team to review.
paz. PIES
* 29 January 2004, call reference H13005643 (page 30) a call was created
by NBSC and assigned to the Suspense Account team to deal with. The call
notified the suspense Account Team that the branch had an unauthorised or
unidentified loss of £6,754.09. The Suspense Account Team would then contact
the office to determine if it was an unidentified loss and they would decide if the
sub-postmaster is authorised to hold the loss or not.
ter. PU LED
+ 29 January 2004, call reference H21274188 (page 31) the sub-postmaster
wanted to have his transactional archives (presumably to try to identify what was
going wrong at his branch). Horizon only holds about 30 days worth of data and
after this period all the transaction data is archived by Fujitsu. The Post Office can
request office archived data from Fujitsu. He was having a lot of losses over the
past three weeks and thought that there was a system fault with his remittances.
1A_1209519_5 13 ~
62.
63.
64,
65.
66.
67.
68.
69.
LCAS0000110
LCAS0000110
It appears that the sub-postmaster’s request was passed on to Adele Kilcoyne of
NBSC.
+ 30 January 2004, call reference H13011960 (page 32) the sub-postmaster
called in relation to automated payments: the customer’s account had not
apparently been credited with payment. An answer was provided to the sub-
postmaster from the knowledge base.
MMi pt I
* 30 January 2004, call reference Q13009942 (page 32) Mrs Catherine
Oglesby, the Retail Line Manager reported that the sub-postmaster had authorised
losses of £6,754.09 for week 44. Apparently he could not identify what had
caused the loss and was unable to make good. The sub-postmaster had stated
that he had made good a loss of £1,100 in week 42. Mrs Oglesby asked NBSC to
contact the branch to try resolve his query. The sub-postmaster had applied for a
hardship form (which is what they do when they do not have the means to make
good unauthorised shortfalls). He was waiting for a return of an I&E form.
Wp WET
2 February 2004, call reference H21276409, (page 33) the branch called to
say that they had message on their computer which stated that desk top
7°
initialisation had failed and that an operational violation had been detected. This
was passed to HSH.
PBZ pull!
3 February 2004, call reference H13019578, (page 33) the branch asked for
a telephone number for Girobank.
Wid PUNT)
3 February 2004, call reference H21278575, (page 33) the branch called and
asked for the telephone number for Hanco. Hanco is the name of a company that
supply some ATM machines in the post office branch.
PRL p YD,
3 February 2004, call reference H21278583, (page 33) the sub-postmaster
called to query whether nominations are being taken for pre-pay mobile phone
vouchers. NBSC gave an answer from the KB.
Wold, PUT)
4 February 2004, call reference H13023384, (page 33) the branch called and
asked for the procedure for producing an overnight cash holding (ONCH) report.
4312... UTE
6 February 2004, call reference H13029430, (page 53) this is a card account
query. The PID (this stands for personal invitation document) had the wrong
customers address on. The branch would probably have been asking what they
should do in this situation.
1A_1209519_5 14
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70.
71.
72.
73.
74,
75.
76.
LCAS0000110
LCAS0000110
a ?. Wad
9 February 2004, call reference H13033806, (page oo the branch called
because a customer wished to transfer £3,000 from her ordinary account to open
an investments account. The clerk wanted to know which form was used to
process this and whether they could process it. An answer was supplied from the
knowledge base.
10 February 2004, call reference H13036951, (page 34) the branch called
and asked how to rem out coin. The branch does a remittance on the computer
to record stock or cash coming into the office or leaving the branch. It is not often
that a branch would have excess coin and would need to rem this out, so that is
probably why they asked for the procedure on how to rem coin out.
11 February 2004, call reference H21288774, (page 34) the sub-postmaster
called who had a customer who has a disabled son and is an appointee at the
moment and had been told that she could not be an appointee for her son. This is
a query regarding Post Office Card Account. If someone is unable to operate the
account (possibly if they have a disability) then they must have an appointee to
operate the account on their behalf. An answer was supplied from the knowledge
base.
Wi2W puly
* 12 February 2004, call reference H13041710, (page 35) the branch
reported an unauthorised loss of £8,243.10 in week 46. There was an
accumulated loss over the last four weeks. The branch had applied for a hardship
form. An amount was entered into the suspense account pending completion of
the hardship papers.
~P4l??
12 February 2004, call reference H21290642, ‘page a5 whe sub-postmaster
called and wanted to know the procedure for opening a card account. The call log
refers to COM7. COM stands for Counter Operations Manual. These manuals fist
all Post Office transactions and accounting procedures (there are 5 volumes and
all office have these). The knowledge base is linked into the COM’s to give
answers. COM7 this means that the answer was given from the Counter
Operations Manual number 7.
G12... PUD
+ 13 February 2004, call reference H13045120 (page 35) the sub-
postmaster called and wanted to arrange a system check due to small faults he
said that he had encountered with the system. He was referred to HSH.
tir, pHIDY
13 February 2004, call reference H21293406, (page 36) the branch called
and asked how to pay out on a capital bank Lloyds TSB Bank cheque made out to
Post Office Limited. The sub-postmaster was advised that he should not pay out
cash for this cheque. It should only be used to pay for products or services.
1A_1209519_5 15 —
77.
78.
79.
80.
81.
82.
83.
LCAS0000110
LCAS0000110
Agtda PULETS
* 13 February 2004, call reference Q13045034, (page 37) it is unclear who
generated this call. The log recalls that there was a loss of £8,243.10 in week 46
accumulated over the last four weeks. The Suspense Account team may have
chased the sub-postmaster for an I&E form (the form used to apply for hardship)
on 27 February 2004. There was a further loss of £3,509.68 in week 48. This
was added to the suspense account and the total loss was now £11,752.78. Mrs
Oglesby was aware of this and was visiting to assist the sub-postmaster in
completing the form. NBSC spoke to Mrs Oglesby on 25 March. The sub-
postmaster had been suspended and the loss transferred to the late account.
2. PUITS
16 February 2004, call reference H13048105, (page 37) the sub-postmaster
called and reported that the card could not be read by the system and wanted to
know what to do. He was given an answer from the knowledge base.
Gi2_p 41S
+ 16 February 2004, call reference H13048468 (page 37) this call simply
states Horizon KB0628. I believe (but am not completely sure) that this means
that there was a Horizon issue and the sub-postmaster was referred to HSH. The
number KB0628 in the resolution could be referring to the number of the answer
from the Knowledge base.
B12 PETE
+ 16 February 2004, call reference H13049190, (page 38) the branch called
and stated that the system was unavailable and wanted to know whether they
could do a withdrawal. They were given an answer from the knowledge base. If
the customer wanted to withdraw from a Post Office Card Account then a
payments of up to £20 can be made in an emergency if the system is not
available. If it is a different kind if on line transaction then the customer would be
asked to go somewhere else or come back later.
P12. P ULD 4S
+ 16 February 2004, call reference H21294326, (page 38) the sub-
postmaster wanted to speak to HSH because his screen was frozen. He was given
an answer from the knowledge base.
Bi 2. p HITS
19 February 2004, call reference H21300473, (page 38) the branch called
and wanted to know what the telephone numbers were for transaction processing.
They were given an answer from the knowledge base.
WML, PUITE
21 February 2004, call reference H13063212, (page 38) the sub-postmaster
called and asked how to deal with the death of the card holder and was given an
answer from the knowledge base.
1A_1209519_5 16
315
84.
85.
86.
87.
88.
89.
LCAS0000110
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yoy? PUITC
+ 24 February 2004, call reference H21305347, (page 38) the sub-
postmaster called asking for Mrs Oglesby to call him regarding the previous
conversation about the ongoing system problem. NBSC advised Mrs Oglesby that
the sub-postmaster had called.
WIZ Pu?
# 25 February 2004, call reference H13071268, (page 39) the sub-
postmaster called to state that he had been having problems with the system and
balance for about six weeks. The sub-postmaster wanted to know whether they
have started or completed a system check. Sandra at NBSC spoke to HSH team
leader who advised that they were now looking into this for the sub-postmaster.
NBSC called the clerk on Tuesday and she confirmed that HSH had been in touch.
She was given a call reference and asked to call back if she had any further
problems.
TH. PHI7T8
+ 25 February 2004, call reference H21307127, (page 40) the sub-
postmaster called and wanted to speak to HSH regarding system problems. He
was transferred to HSH.
yr. P4ITE
* 26 February 2004, call reference H13073926, (page 40) the branch
reported a discrepancy and wanted a call from service support reference
H13071268 because there was a £3,509.68 shortage and they wanted to use the
suspense account. The sub-postmaster was advised that the suspense account
team would not deal with this until the sub-postmaster “been to the correct cap”
i.e. had actually rolled over and committed the discrepancy. NBSC advised that
HSH was still investigating the problem.
PAIe, PULPY®
# 26 February 2004, call reference H13073981 (page 41) the sub-
postmaster reported £3,509.68 unauthorised losses for week 48. He said that he
had an ongoing problem which HSH were investigating. The sub-postmaster was
completing an I&E form to start the hardship process for previous discrepancies.
Accordingly, although the losses were unauthorised, they were entered into the
suspense account pending the hardship process.
TRI. PHISO
26 February 2004, call reference H13076461, (page 42) the sub-postmaster
called and stated that he was entering into a smart post item on the system and it
was an airsure going to the USA with the value of £300. The sub-postmaster put
the value into the system but the price did not increase and wanted to know why.
NBCS discussed with the sub-postmaster and went through the procedure with
him. It transpired that the sub-postmaster was erroneously entering the high
value at the start of the transaction, so it set the price at the high value
compensation rate.
1A_1209519_5 17
316
90.
91.
92.
93.
94,
95.
96.
97.
98.
LCAS0000110
LCAS0000110
$Oi2..e HIBO
3 March 2004, call reference H21311213, (page 42) the branch reported that
a customer had called and asked for a change of name on the CAPO card (Card
Account at Post Office) since it had the wrong names. The branch was given an
answer from the knowledge base.
$etraP HIS]
# 4 March 2004, call reference H13093812, (page 43) Mrs Oglesby reported
that she had called HSH as a branch was constantly showing losses every week
and the sub-postmaster thought this may be down to software as the amount was
getting worse each week. HSH had put her straight through to NBSC without
checking any incidents. This is when Sarah Pennington was asked to outline what
investigations she had already made (as set out in paragraphs 26 to 33 above).
Wi Lf UIST
* 8 March 2004, call reference H13103904, (page 44) the branch was asking
about a cash declaration on the system as he had £7,579. The sub-postmaster
was going to send through snapshots from Saturday today.
1G 12.£U 152
8 March 2004, call reference H21316443, (page 44) the branch called and
asked who the cheque should be made payable to for premium bonds. An answer
was given from the knowledge base.
45127 HB?
8 March 2004, call reference H21317317, (page 44) the branch called and
asked what to do with impounded Department of Works and Pensions (DWP)
allowance dockets. The sub-postmaster was advised that DWP makes the policy,
not the Post Office.
1612... PUBL
9 March 2004, call reference H13104579, (page 44) the branch called and
asked what the process was for a buy back pre-order accounting and dispatch.
They were given an answer from the knowledge base.
22... HIBS
10 March 2004, call reference H21319565, (page 44) the branch called and
asked for the telephone number for Chesterfield and were given the answer from
the knowledge base.
TAIZ. [HBL
15 March 2004, call reference H13118632, (page 45) the branch called and
stated that the balance on the card account was less than what is in the account
and wanted to know what to do. They were given an answer from the knowledge
base.
+812. p UBS
15 March 2004, call reference H13118984, (page 45) the branch called and
asked for the address for Nairn Post Office and were given an answer from the
knowledge base.
4A_1209519_5 18
317
99.
100.
10.
2
102.
103.
104.
105.
106.
107.
108.
LCAS0000110
LCAS0000110
TID PUD
18 March 2004, call reference H21330891, (page 45) the sub-postmaster
called and wanted the branch details for Post Office No. 225840. They were given
an answer from the knowledge base.
ir p HUBS
22 March 2004, call reference H21334863, (page 45) the sub-postmaster
wanted to know how to issue a vault card to a customer. The advisor followed the
procedure from the knowledge base.
48 (2. eUie
-23 March 2004, call reference H13135176, (page 46) the branch had to close
and other nominated branches were informed and told to serve customers from
the Marine drive branch.
OH? fu iss
+ 23 March 2004, call reference H13137225, (page 47) the auditor called
and wanted to know if the office had had a new base unit. They were told to try
calling HSH.
“Air. p USS
+ 23 March 2004, call reference H13137311, (page 47) it appears that the
sub-postmaster forgot his password so could not log on to Horizon and telephoned
NBSC for a One Shot Password (OSP).
4Gir 4 Ys
23 March 2004, call reference H13138654, (page 47) the sub-postmaster or
a post office clerk called NBSC to confirm that the branch would be open
tomorrow at 9am.
1, FUISE
23 March 2004, call reference H21335725, (page 48) the auditor called and
wanted to know if there were any losses that had been authorised from about
week 40. They were told that there were three losses and all were unauthorised.
Wir. p UiBb
+ 23 March 2004, call reference H21335832, (pagd 48) the auditor wanted
to speak to HSH to confirm that the sub-postmaster had a new base unit fitted.
The auditor was transferred to HSH.
TBIe ee 186
24 March 2004, call reference H21338715, (page 48) it appears that the sub-
postmaster called to ask how to declare his Bureau De Change (foreign currency).
The select edit F10 is the procedure to follow when declaring the bureau in the
balance screen. I can only assume the Hung Up means the SPMR hung up.
4a]
a
. 30 March 2004, call reference Q13154531, (page 49) NBSC spoke to the
new, relief sub-postmaster, Ruth Simpson. They took NS & I details and would
pass to the customer when and if they came in.
1A_1209519_5 19
318
109.
110.
111.
112.
113.
115.
116.
LCAS0000110
LCAS0000110
4Bt2 Pus?
31 March 2004, call reference H13156650, (page 49) the branch called and
asked for what the concession number was for a disabled rod licence. They
were given an answer from the knowledge base.
Glog Uiss
1 April 2004, call reference H13160189, (page 50) the new sub-postmaster
stated that she could not balance a roll over as the system was stating that she
had negative/re-valued stock figures. She was advised to complete the re-
valuation during Cash Account period week 1 (CAPO1). This would then permit
the system to allow her to roll over into week 02.
wBir~~a UIBR
1 April 2004, call reference H13160947, (page 50) the branch called and
asked how to correct errors, this was relating to revaluation. Revaluation
happens when the price of postage goes up or down and certain activities have
to be undertaken on the Horizon system. They were given an answer from the
knowledge base.
TW Rigs
2 April 2004, call reference H13165379, (page 50) the branch had received
ocean liners stamps with the incorrect price. The sub-postmaster was told to
rem in and contact Hemel Hempstead to notify them. Hemel Hempstead is the
National Secure Stock Centre where all stock and cash is sent from and to.
Wik ne HIS
13 April 2004, call reference H13183357, (page 51) the branch called and
wanted an office address. They could have been asking for another post office
address or they could be asking for the address of Transaction Processing at
Chesterfield or other business owned locations.
1629 UIEF
15 April 2004, call reference H13189227, (page 51) the office wished to
contact their retail line manager. The call was passed to the admin team and a
message was left for the retail Line Manager to contact the office.
1947.. HISS
19 April 2004, call reference H21367957, (page 51) the branch called and
asked for a telephone number of Transaction Processing and was given an
answer from the knowledge base.
4912.2 UL 85
19 April 2004, call reference H21367958, (page 51) the branch called and
asked for the telephone number of National Savings and was given an answer
from the knowledge base.
ABIL , PUIAD
20 April 2004, call reference H21370451, (page 52) the sub-postmaster
called and wanted to speak to the retail line manager regarding a problem that
she is already dealing with. This call is a Page RLM (Retail Line Manager) call.
These calls are passed to the Administrative team to contact the RLM. In the
1A_1209519_5 20 ra
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118.
119.
120.
121.
122.
LCAS0000110
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resolution it says “RLM Cath Oglesby Left Message on Voicemail @ 14.28.” This
means the administrative team left a message on Catherine Oglesby’s voicemail
at 2.28pm that day.
er g HIG?
21 April 2004, call reference H13203075, (page 52) the branch called to
report a change in the opening hours and the details were logged.
92.9 UNG
22 April 2004, call reference H13207786, (page 53) Mr Castleton’s father-
in-law called and stated that his son-in-law and daughter had been suspended
and somebody else had been put in and was losing business. He wanted to
speak to somebody more senior to Mrs Oglesby. His message was passed to the
area office for Head of Area (HOA) i.e. Mrs Oglesby’s Line Manager to get in
touch with Mr Franks.
giz pula)
22 April 2004, call reference H21373442, (page 53) the branch called and
asked the retail line manager to contact the branch regarding a problem that
they were all dealing with. The message was passed on by NBSC to Mrs
Oglesby.
tei2. Putts
22 April 2004, call reference H21374711, (page 53) a call was taken from
the sub-postmaster’s father-in-law and he was given an answer from the
knowledge base.
$12 CHIN
23 April 2004, call reference H13210290, (page 54) Mr Castleton wanted to
know if there was any way of printing out all the calls he had made to NBSC and
for them to be sent to him. He was advised that if he wanted information
regarding calls made to NBSC, he should make his request in writing to Adele
Kilcoyne of NBSC.
Conclusion
115.
43% 49324
Having reviewed the email dated 20 April 2004 (page 13), I can see that we did
not find anything to suggest that the Horizon system was not working properly
or causing the unauthorised losses. The NBSC call logs do not themselves
reveal the existence of any computer faults.
I believe that the facts stated in this witness statement are true.
Date .....
ANDREW WISE
13) 16I 2ooe
41A_1209519_5 21
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4A_1209519_5
LCAS0000110
LCAS0000110
Filed on behalf of the: Claimant
Witness: Andrew Wise
Statement: 1
Exhibits: "AW"
Date made: 12/10/06
Claim No. HQO5X02706
IN THE HIGH COURT OF JUSTICE
QUEENS BENCH DIVISION
BETWEEN:
POST OFFICE LIMITED
- and -
LEE CASTLETON
WITNESS STATEMENT OF ANDREW
WISE
BOND PEARCE LLP
Ballard House
West Hoe Road
Plymouth PL1 3AE
+44 (0)870 120 0000
DX 8251 Plymouth
Ref: SJD3.348035.134
Solicitors for the Claimant/Part 20
Defendant
Claimant/Part 20
Defendant
Defendant/Part 20
Claimant
LCAS0000110
LCAS0000110
Filed on behalf of the: Claimant
Witness: A Wise
Statement: 1
Exhibits: "aAWI"
Date made: 12/10/06
IN THE HIGH COURT OF JUSTICE Claim No.
QUEENS BENCH DIVISION
BETWEEN:
POST OFFICE LIMITED Claimant
- and -
LEE CASTLETON Defendant
EXHIBIT "AW1"
This is the Exhibit marked “AW1” referred to in the Witness Statement of Andrew Wise
dated \3* october 2006.
322
1A_1209519_5 —
LCAS0000110
LCAS0000110
Daily procedures and Horizon Reports
The following items must be despatched on the last collection of the day:
TV Licences - Non Barcoded RAS
Enter details on green Daily Summary P5744 which is
retained in the office (use P5743 if it is a Blind Concession).
From the desktop menu select
« Reports (F2)
* Counter Daily (F1)
* TV Licences (F11)
e
Print (F4) . Paperclip non barcoded TV counterfoils and non barcoded Over 75 TV
Check that the totals of the counterfoils agree counterfoils behind the relevant BCV & place in the oranges white
If so, select cut off (F12) and Exit (F16) striped envelope to EDS Processing Centre *
Personal Banking
Lloyds TSB, Co-operative Bank, Barclays, Cahoot, Smile,
Bank of Ireland & Clydesdale (First Direct - Scotland only)
From the desktop menu select
© Reports (F2)
¢ Counter Daily (F1)
© Pers Finance (F15)
© Select Cash Deposits (F1), Cheque Dep Envelopes
(F2) or Encashments (F3) as required
e Print (F4)
© Check that the totals on the print out agree with the
documents on hand
* If so, select cut off (#12) and Exit (F16) Paperclip Cash deposit slips, Cheque deposit envelopes and Encashed
cheques behind the relevant BCV and place in the orange & white
striped envelope to EDS Processing Centre *
Cheques
From the desktop menu select
¢ Reports (F2)
© Counter Daily (F1)
¢ Cheques Listing (F10)
* Print (F4)
* Check that the cheques agree with the printout # Paperclip cheques behind BCV and place in the orange & white striped
¢ EXIT (F16) and return to the desktop envelope to EDS Processing Centre *
¢ Transactions (F1)
* Remittances (F3)
Out to EDS (F7)
Cheques (F2)
Type in the total amount of cheques and finish
Return to desktop and select Reports (F2)
Counter Daily (F1)
Cheque Listing (F10)
Print (F4) ~ the total should be zero
Cut off (F12) and Exit (F16)
ee eeee
to EDS Processing Centre
* Place an elastic band around the whole contents of the envelope
REMEMBER to include all POCA documentation in ENV P6224
# If the cheques do not agree, return to the desktop: Select Stock
Balancing (F4), Adjust Stock (F4) and type in correct cheque figure and
finish and then continue above from Transactions (F1)
323
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Girobank Deposits & Withdrawals
From the desktop menu select:
Reports (F2)
Counter Daily (F1)
Giro Deposits (F1) or Giro Withdrawals (F2) Place the Girobank Deposit and Withdrawal slips behind the
BA relevant summary and despatch in either of the envelopes shown
int (F4) ; below. Use PVC41 or G6i0 if you have any Business Cheque
Insert deposit or withdrawal summary form into Vo pve gt Gé10 G150
printer when prompted to do so
Check that the deposit or withdrawal slips appear
on the printed form and that the amounts are
correct
If so, cut off (F12)
Exit (F16)
The following reports should be completed at the close of business:
Daily Cash Declaration (this must be declared within 25 minutes of the branch closing).
From the desktop menu select
eoeee
Shared stock unit:
It is recommended that you compare your cash declaration with the
system derived figure by selecting Cash Variance (F12) to view any
Reports (F2) differences that may occur. I is easier to rectify any discrepancy on a
Counter Daily (F1) daily basis,
Daily Cash D. ‘9)
Bite. dail nt Bk hand & finish Individual stock unit:
nter details of cash on han ns} The system will automatically display any cash discrepancy
Give the declaration a number (usually 01)
Print (F4)
Exit (F16)
Savitigs Bank Deposits and Withdrawals
From the desktop menu select
Report (F2)
Counter Daily (F1)
NS& I Deposits (F5) or NS& I Withdrawals (Fé)
Print (F4)
Check that the deposit or withdrawals appear on the
print out and that the amounts are correct
If so, cut off (F12)
Exit (F16)
Daily Summary NSA 56MA,
Deposit & Withdrawal slips and
Daily Account Sheet NSA 53MA.
should be paper clipped and placed in
orange envelope NSA 16R for
despatch to NSB, Glasgow next day.
Remember to record details on the
blue Weekly Summary NSA 54MA
which is retained in the office until
Wednesday
APS Transactions
From the desktop menu select
Reports (F2)
Counter Daily (F1)
APS Transactions (F4) Staple the Horizon APS Daily Report to your receipts or alternatively
Print (F4) wrap the summary around the receipts and retain in the office
Check that you have the correct number of APS
slips
If so, cut off (F12)
Exit (F16)
a: -~ 324
Version 4 October 2005 )
LCAS0000110
LCAS0000110
Balance Procedure
ENSURE CASH & STOCK IS SECURED IN SAFE UNLESS BEING USED OR COUNTED, TAKING OUT SMALL
AMOUNTS AT A TIME, MAKING SURE SAFE IS LOCKED AS SECURITY PROCEDURES.
You can prepare for balancing throughout the day in order to save time later, This should only be done at quiet times and should
not impact on customer service. This includes checking any Bulk Stock you may hold in your safe, with a recent copy of a Balance
Snapshot, and/or listing any Bulk Cash and Stamps'on a sheet of paper or a local lly designed form.
Outstanding Transaction Corrections must be resolved before
1.Check outstanding Transaction corrections
the end of the Trading Period.
F1 Transactions
F13 Housekeeping
F3 Txn Corrections
2. Complete Counter Daily Reports
From the Desktop, Select Reports F2
3. Complete Counter Weekly Reports
From the Desktop, Select Reports F2
Misc.
Transactions
Redeemed
Stamps
Postal
Orders
DWP Cash
© -ques
4. Print a Balance Snapshot
From the Desktop
F4 Stock Balancing liar Sopot
F5 Bal Snapshot
F4 Print
Using this Balance Snapshot you produced, carefully check figures.
Check all. receipt and payment transaction totals with the supporting vouchers / documentation. It is wise to check ALL transactions,
the more you check, the less chance that you will incur Transaction Correction notices.
Check the Snapshot carefully against the actual stock in your office, ensuring that the system held stock figures match your actual
stock holdings. If there are any major differences, it is advisable to re-check that item of stock.
5. Amend Stock To Reduce Transactions (F1) - Serve Customer (F1) ~ then sell the difference between your
Discrepancies Stock Holdings figures and the systems figures. (eg: The system thinks you have 225 1" class
stamps, you actually have 221 1" class stamps You will then put in Quantity 4 and
touch the F1 1" Class stamp icon. This will alter your system figure to 221)
To Increase Transactions (F1) - Reversals (F5) - New Reversal (F2) - then sell the difference
Stock Holdings _ between your figures and the system figures. (eg: The system thinks you have 400
2nd class stamps, you actually have 432 2nd class stamps. You will then put in
Quantity 32 and touch the F2 2nd Glass stamp icon. This will alter your system
figure to 432.) The go back to the Riposte Screen.
6 Print the mandatory Office Weekly Reports
From the Desktop, select Reports F2, Office Weekly F6
Associate all rejected labels and ensure Suspense Print and retain in office
feport is signed, Retain in office. Account
uspense Acc
7. Complete all other outstanding manual summaries and Reconciliations including
National Savings Weekly summary Gift Voucher Weekly Reconciliation
Change Giving Return DVLA Premium Service Summaries
Electric Tokens UKPA Check and Send Summaries
Promotional/Payment Vouchers Electric Schemes
MVL Weekly Reconciliation National Lottery Cheque Prize payments
Rod Licences Reconciliation
V4e — March 2006 1 15 25
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8. From the Desktop - F4 STOCK BALANCING
On Demand Branches will need to complete 1a and 1b each week. All other. Branches if a Buyback has taken place.
Print Foreign Currency 1b. Declare “ed
And carefully check the figures against your actual Bureau
stock holdings. E12 Dec Bureau HT Chas wusubt
F2 Reports : Y
F1 Counter Daily
F16 Fon Currency
F10:Edit Check figures to stock
F10 Edit to enter- on hand
F4 Print actual stock holding. _ (Travellers Cheques are for offices
that hold supplies for On dernand
Sales ONLY)
Declare Cash Make a new declaration, and enter on the system the cash denominations you have.
F1 Decl Cash Fi - Finish, enter a Declaration Number and Print.
You must keep this report with your office under copies
Declare Stamps Make a new declaration, and enter on the system the number of each different type of
stamp you have. F1 - Finish, enter a Declaration Number and Print.
F2 Decl Stamp
You must keep this report with your office under copies
Check and accept messages until you arrive at the ‘Produce Report’ screen.
F4 Print the Balance report.
Once the Balance report has been produced, check thatall totals are correct.
Produce Balance Report
F6 Bai Report
Roll Stock Units
Balance Period F1
Trading Period Enter
At End of Trading Period the discrepancy settlement screen appears on last stock
to Roll Over into next TP
What Goes Where
Department for Works and Pensions — Cheques (Green Giros)
National Savings &
Investments
ELECTRIC KEY RECHARGING
TOP COPY OF SUMMARY FORM & UNDERCOPIES OF PRINTOUTS IN AN ENVELOPE SEALED WITH RELEVANT LABEL ADDRESSED TO CHESTERFIELD
V4e — March 2006
DVLA — MVL Transactions
All and V5C% retained due to change
of details
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Brown Pouch
Paid Postal Orders
and Money Orders
Securely fastened
together.
Postal Orders
(in value order) first.
then Money Orders.
UNTIL 31* Dec 2006
Girobank Change Giving
TOP COPY OF SUMMARY
P3873.
Bottom copy and change
cards retain in office
we vorra
UKPA Check and Send
All top copies of daily
Summaries
an
Redeemed Post Office & TV
Savings Stamps
Each scheme in separarte
envelopes sealed with
correct label.
Keep scheme envelopes
together and then bundle
National Lottery Prize
Payments (E500+)
Form P4801 contains
Information on how to
despatch these items.
Seal envelope with label
P4811(MA)
all envelopes together with
rubber bands
V4e — March 2006
DVLA Premium Service
Bottom copies of Daily Summary
(D762)
and Weekly summary (D764).
Staple together.
Note:
(Top copy of weekly summary goes
to DVLA with Wednesday's daily
summaries and Applications)
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End Of Branch Trading Period
Gift Voucher — Monthly Stock Report Form (P6526)
MVL Monthiy Stock Report (P6524)
(and spoilt MVL discs)
To be completed at the end of each Branch Trading
Period. Place form (and discs) in a plain envelope and
seal with label P5444
To be completed at the end of each Branch Trading
Period. Place form and spoilt Vouchers (stapled to
form) in your office for 2 years
NIL return are not required!
End of Trading Period
1. WHEN ALL STOCK UNITS HAVE BEEN BALANCED YOU CAN NOW COMPLETE THE Branch Trading Statement
stop - F8 Office Balancing
You can either ‘F8 - Preview’ or 'F4 - Print’ or ‘this report
but you should check all relevant information before
selecting...
2, Produce Trial Trading statement Report
F6 Trading statement
The system will print the Branch trading Statement.
Remember to sign and date stamp and retain in a suitable
folder for SIX years.
3, ROLL OVER
F12Roll Over
4. Check Office rollover into next TP
F10 Branch TP
Optional — but can be used for checking your remuneration
5 3s Report
F aports
F8 Office Weekly
F8 Sales Report
F12 Enter To and From Dates for Trading Period
Please note: All of the above information is subject to change. Please refer to Operational Focus or telephone the NBSC for current status.
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6 - 328
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UNL Seo es ee
id by Cath Oylesby/e/POSTOFFICE on 06/05/2004 15:
ERO NTRT Subject: Marine Drive
Andrew Wise andl both fee! that the Horizon system Is: working’ properly and we are unable to help the
PM.any-further, ;
I hope this information helps, pleas contact.mié If. you’ waritto clarify anything:
Regards
Andrew
Service Support Team: Leader
Network Businéss-Support Centre
Cortonwood Business Park
BARNSLEY
S73. 0UF