POL00001101
POL00001101
Peak Incident Management System
FeeO ON nnn Customer Cal EDSC
_ Targeted At -- BI_3S52R-Provisional : £-0404210072
‘ivelncidents/Defects B-Business restricted
Closed-- Reconciliation- resolved
Date:23-Apr-2004 15:14:18 User:_Customer Call
Date/Time Raised: Apr 21 2004 8:08AM
Priority: B
Contact. Name:
Contact Phon
riginator: Pheip
riginator's reference: B-0404210072
Product Type: riposte
@
21/04/04 08:08 nbsc states that the pm has a figure of £200,000 has appered
n the balence as a loss. this is a forign currency figure. micheal states
‘chat he has checked the rems in are correct and she decarled her american
urrency wrong but she has recorrected it. sam hardwick from proplem
ynanagment is the person from nbsc who has adviced that julie welsh adviced to
raise a call with hsh
21/04/04 08:17 uk952016
Information: tried to call julie welsh and left a message to call hsh
front line
21/04/04 08:22 uk952016
Information: pm rolled over last week with this as a loss. £200000 in
che forign currencey is were the loss was
21/04/04 08:26 uk952016
Information: this loss has come up during the revalue process
1/04/04 08:36 uk951588
Escalate: escalated to sarah @ SCT
21/04/04 08:37 uk951588
contacted Richard NBSC team leader who advises he will talk
ko Sam Hardwick now on issue and their investigation
(21/04/04 08:58 uk951588
[Information: Richard @ Nbsc has contacted me back and advised that i
jnad been agreed to raise a call with HSH between Julie Welsh
land Sam Hardwick. Advised Richard if he was able to advise
imat checks had been completed to eliminate user error -
Richard could not advise what checks the NBSC had completed as it
idid not appear in their call raised etc. advised Richard
ithat Michael (nbsc) raised call without PM being onl so any
Hinformation or checks we could have talked through were not.
possible
21/04/04 09:00 uk951588
Unformation: I am trying to contact Sharon Tushingham as agreement for
4HSH to take call was auth by herself and not JW.
21/04/04 09:07 uk951588
information: have spoken to Mike stewart who had advj
[pot in office yet but has provdied mobile for me of
at Sharon is
21704707 09:08 uk951588
(contacted: tried to contact - no ans
#21/04/04 09:17 uk951588
‘Information: This is what NBSC state is the issu
‘After completing their balance for CAP 02, the bran
le-made all the necessary declarations in order to correct a
idiscrepancy, but forgot to declare any currency whatsoever.
“This left them with a shortage of around £40,900, but instead
bof correcting it there and then, they waited until their next
jalance the following Wednesday, which was for CAP 03.
21/04/04 09:17 uk951588
[ntormation: At this point the branch re-entered all their currency
jon-hand, which had increased to about £43,000, correctly.
a
F/205/1
jowever, the Final Balance for the stock unit concerned now has a
met gain of around £200,000. While this is not evidence of a
problem in itself, the gain appears to be caused by a
reval down figure of the same amount - a figure which
lappears on the balance, and one that the branch cannot enter
[amually.
1/04/04 09:21 uk951588
Information! The branch's initial error would cause a discrepancy
because of the change in exchange rates between declarations, and
Khat the currency would revalue itself accordingly.
But how £40,000 worth of dollars and Euros can lead to a
urrency revaluation worth over £200,000 in one week.
dexchange rates certainly didn't fluctuate to that decree
21/04/04 09:52 GBOB2294
Contacted: contacted the office and spoke to manager
21/04/04 09:52 GBOB2294
Information! manager reports that they rolled over last week from cap 03
into cap 04 with a £200,423.76 gain, this has been posted
ko the suspense account
1/04/04 09:53 GB0B2294
Information: manager reports that the discepancy is in the Main Cash
tock unit which will be rolled over this evening at approx 16:00
§21/04/04 09:54 GB082294
Information: have arranged with manager that this call will be suspended
lintil then and i will ring her back and see how the balan
ent and if this a problem will take down details in order
khat call can be progressed
21/04/04 17:59 GBOB2294
Information: have contacted the manager and she reports she has rolled
wer with a nil discrepancy with week, will speak to NBSC in
che morning
2/04/04 10:48 GBO82294
ontacted: contacted the nbsc and spoke to Richard Littlewood, advised
im that the manager had already rolled the stock unit when
i spoke to her and reports that she was told to wait for an
error notice, manager was not prepared to do any further
ichecks as she has been told to wait for an error notice
22/04/04 10:52 GBOB2294
Information! Richard Littlewood will speak to Sam Hardwick and will come
back to hsh
23/04/04 15:03 GB082294
IREASSIGN: Call # B-0404210072 was Reassigned from David Dawe, Group
[HSH® to Heather Dryden, Group HSHS
3/04/04 15:03 GBOB2294
Information: Heather dryden spoke to sam hardwick who advised no error
[fhis big could be created manually in bureau de change as the
rates are 2% of the £ and would have had to of declared
10,000,000 in bureau to create a discrepancy of this amount
23/04/04 15:06 GB082294
Contacted: Heather contacted the PM who advised she rolled stock from
AP 02 into CAP 03 fine.
she declared her cash as excatly what she held in office,
er stamps exactly what she had in office and then when it
asked her declare her bureau she entered the figure, clicked
kK and then the figure zerod and confirmed, she then went
back to try and change the figure but would not allow her to,
living her with a £200,000 discrepancy.
23/04/04 15:11 GB082294
‘ecommend: Can EDSC please investigate this huge discrepancy please.
23/04/04 15:12 SYSADM
pen OTT: Automatic Open OTT
*ttUpdated by Mary Rainbow at 23/04/04 15:12:27
23/04/04 15:12 GB082294
REASSIGN: Call # E-0404210072 was Reassigned from Heather Dryden,
roup HSHS to Group EDSC1
E
Date:23-Apr-2004 15:14:18 User:_Customer Call_
ALL PCO102484 open/upd
jetails entered are:~
ummary:nbsc states that the pm has a figure of £200,000 h
call Typ:
‘all Priority:B
Target Release :Unknown
[END OF REFERENCE 38004174]
E
Date:23-Apr-2004 15:19:28 User:Barbara Longley
The call TargetRelease has been changed from:-
unknown
‘he call TargetRelease is now:-
B1_3852R-Provisional
Date:23-Apr-2004 15:22:09 User:Barbara Longley
Whe call summary has been changed frot
POL00001101
POL00001101
F/205/2
nbsc states that the pm has a figure of £200,000 h
The call summary is now:
‘ADI15026 ~ £200,000 bureau discrepancy
Date:23-Apr-2004 15:22:25 Usor:Barbara Longley
Product Bureau de Change BDC Counter added.
Date:23-Apr-2004 15:24:46 User:Barbara Longley
‘The Call record has been assigned to the Team Member: David Seddon
Progress was delivered to Powerhelp
Date:27-Apr-2004 09:46:47 User:Dav:
Defect cause updated to 21: Requirement
(Date:27-Apr-2004 09:47:15 User:David Seddon
he Call References have been updated. They are now :
MOP Powerhelp : B-0404210072
ISSCKEL : GMaxwell3641K
‘Date:27-Apr-2004 09:56:54 User:David Seddon
©) Response :
The PM has managed to get a large discrepancy (£200,000+) as a result of
making excessively large foreign currency declarations which the system
annot handle. This kind of problem has be n before e: ere (PC0098844
/ KEL GMaxwe113841K). That call is currently with the John Pope in the
to pay for
TRequirements Team to find out whether the Post Office are will
a code fix.
[END OF REFERENCE 38012182]
Response code to call type L as Category 40
sponse was delivered to Powerhelp
jours spent since call received: 0 hours
ate :27-Apx-2004 10:12:02 User:David Seddon
idence Added - FAD115026 - Complete Messagestore
Date:27-Apr-2004 10:30:48 User:David Seddon
Svidence Added - FADI15026 - App Event Log Ctr 4 and 5
Date:27-Apr-2004 10:31:27 User:David Seddon
Evidence Added - Fad115026 - Audit Logs Ctr 4
Date:27-Apr-2004 10:31:43 User:David Seddon
Evidence Added - Fad115026 - Audit Logs Ctr 5
Date:27-Apr-2004 11:08:57 User:David Seddon
F} Response :
urrencies affected are Euros (Prod 5128) and US Dollars (Prod $129). On 7th
april the PM declared that she had zero amounts of both these currencies but
hen on the 8th April for some reason she started to declare excessive
amounts of these. For Euros she declared amounts of 36,070 BUR, then 360,070
EUR and finally 3,600,070 BUR and for US Dollars she declared 2,513,064 USD.
It wasn't until 10th April that she declared sensible amounts of 33,630 EUR
nd 28, 685 USD.
couple of us have been looking at the problem and trying to figure out how
to put things right but I'm afraid we're stuck. In the application event logs
se can see the ‘BDC Discrepancy Value too large to transact’ events which map
to the DDPs/DDNs with a zero SaleValue. We can also see the 'BDC Revaluation
failed to transact Product' events but we are unsure what these are telling
jis. We have a strong feeling that the bulk of the discrepancy is due to the
jay in which the Euro declarations were added to the system. The system coped
ywith the first gain (DDP) due to the 360,070 EUR declaration but then failed
with the next gain due to the 3,600,070 BUR declaration and failed with the
loss due to the 33,630 BUR declaration. Due to ‘Two hops up and one hop
Hown' the gains and losses don't seem to have managed to roughly balance out.
[END OF REFERENCE 38012963]
esponse code to call type L as Category 40
IResponse was delivered to Powerhelp
Hours spent since call received: 0 hours
Date:27-Apr-2004 11:19:06 User:David Seddon
POL00001101
POL00001101
F/205/3
POL00001101
POL00001101
JF) Response +
‘he £200,0004 discrepancy is currently being held in the offices suspense
laccount. We need to provide them with details of the exact amount of
discrepancy which is attributable to the problems associated with the
ot handling large currency declarations. We can get the MSU to liaise with
Khe Post Office so that an ‘error notice’ for this amount can be issued to
orrect the discrepancy.
stem
outing call to development.
(Please can this be looked at as soon as possible)
(END OF REFERENCE 38013071]
Response code to call type L as Category 40
Response was delivered to Powerhelp
jours spent since call received: 0 hours
Date:27-Apr-2004 11:21:29 User:David Seddon
The Call record has been transferred to the team: PIT
Progress was delivered to Powerhelp
“Date:27-Apr-2004 11:31:30
7) Response :
Think it may have come to the wrong team. Please route to development
[END OF REFERENCE 38013172]
Response code to call type L as Category 32
jours spent since call received: 0 hours
ser:Brian Bradley
Date:27-Apr-2004 11:31:38 User:Brian Bradley
the Call record has been transferred to the team: QFP
Progress was delivered to Powerhelp
Date:27-Apr-2004 11:48:22 User:Lionel Higman
‘The Call record has been assigned to the Team Member: Mark Scardifield
Progress was delivered to Powerhelp
Date:27-Apr-2004 13:04:29 User:Matt Arris
The Call record has been transferred to the team: EPOSS-Dev
Whe Call record has been assigned to the Team Member: Martin McConnell
progress was delivered to Powerhelp
Date:30-Apr-2004 15:26:36 User:Martin McConnell
I'm not really quite sure what is being asked of me here really. All that I
an do is provide some calculations based on what would have happend had the
limits on the products 5128/5129 NOT been blown. I can only assume also that
[Rhe PM's figures on the 10 are as they should be, I cannot second guess if
ithe declarations are correct or not!
ssuming they are correct, to that effect I have concocted a spread sheet and
filled in the salevalues for the day that would have been generated. The
lines in Red are the transactions with corrected salevalues. Based upon this
I have then summed up all the units and salevalues and arrived with a figure
which as it happens to be approximaltely £200k.
I think the revaluation figures should really be taken into account also but
this is a business decision. Hope this helps, you know where I am otherwise...
I've also gone a step further and worked out what I think the system would
ave done had it gone onto revalue the currency in stock on the 10th April.
Date:30-Apr-2004 15:27:32 User:Martin McConnell
evidence Added - Spread sheet of currency transactions for SU MC.
‘Date:30-Apr-2004 15:35:02 User:Martin McConnell
I=) Response :
Passing back to originators.
[(END OF REFERENCE 38029449]
Response code to call type b as Category 94
jours spent since call received: 0 hours
Date:30-Apr-2004 16:21:32 User:Barbara Longley
‘The Call record has been assigned to the Team Member: David Seddon
Progress was delivered to Powerhelp
Date:30-Apr-2004 16:21:45 User:Barbara Longley
‘he Call record has been assigned to the Team Member: David Seddon
F/205/4
E
Progress was delivered to Powerhelp
Date:04-May-2004 12:07:21 User:D:
F) Response :
Response from Development:
Date:2004-04-30 15:26:36.977
ser:Martin McConnell
Progress Text:
I'm not really quite sure what is being asked of me here really. All that T
ican do is provide some calculations based on what would have happend had the
limits on the products 5128/5129 NOT been blown. I can only assume also that
ithe PM's figures on the 10 are as they should be, I cannot second gu
ithe declarations are correct or not!
ssuming they are correct, to that effect I have concocted a spread sheet and
filled in the salevalues for the day that would have been generated. The
lines in Red are the transactions with corrected salevalues. Based upon this
I have then summed up all the units and salevalues and arrived with a figure
hich as it happens to be approximaltely £200k.
I think the revaluation figures should really be taken into account also but
‘this is a business decision. Hope this helps, you know where I am otherwise...
I've also gone a step further and worked out what I think the system would
ave done had it gone onto revalue the currency in stock on the 10th April.
(END OF REFERENCE 38032571]
Response code to call type L as Category 40
Response was delivered to Powerhelp
jours spent since call received: 9 hours
Date:04-May-2004 13:42:03 User:David Seddon
i") Response :
FAO John Moran (MSU) .
ihe spreadsheet put together by Martin from Development details the
discrepancies (DDNs/DDPs) that weren't handled due to being too large. For
uros, these were a £2, 354,029.06 DDN and a -£2,145,553.27 DDP which resulted
in a net discrepancy of £208,475.79. For US Dollars, these were a
1, 358,054.83 DDN and a -£1,363,572.44 DDP w resulted in a net
iscrepancy of -£5,517.61. The overall net discrepancy which wasn't accounted
for by the system was therefore £202,958.18 which would go some way to
explaining the £200,423.76 gain that the PM has reported.
lartin also states that he thinks "revaluation figures should really be taken
into account also but this is a business decision”. Perhaps you could talk
Mirectly to Martin to clarify exactly what he means here and what exactly
hese are. At the moment, we have a figure of £202,958.18 due to unhandled
discrepancies but dependant on ‘business decision’ I think he's implying that
taking revaluation figures into account will result in this figure increasing
x decreasing.
natever the final figure, its probably best that the MSU liaise with the
Post Office to get this sorted ‘manually’ by ‘error notice’ or however its
Mone.
an MSU liaise with the Post Office
[END OF REFERENCE 38033214]
[Response code to call type L as Category 40
Response was delivered to Powerhelp
jours spent since call received: 0 hours
Date:04-May-2004 13:42:13 User:David Seddon
‘he Call record has been transferred to the team: MSU-Indt Mgt.
Progress was delivered to Powerhelp
‘Date:04-May-2004 14:28:19 User:John Moran
f] Response :
Back to Dave Seddon at his request...
[END OF REFERENCE 38033385]
Response code to call type L as Category 40
POL00001101
POL00001101
F/205/5
ftours spent since call received: 0 hours
ate:04-May-2004 14:29:19 User:John Moran
ne Call record has been transferred to the team: EDSC
he Call record has been assigned to the Team Member: David Seddon
Progress was delivered to Powerhelp
B:2B User:
Date:04-May-2004 1:
IF) Response :
FAO Martin McConnell
Please could you take another look at this call as we've noticed a number of
egative value lines in the cash accounts, namely 99990001 (Balance Brought
Fwd), 99992072 (Table 5 Total) and 99991085 (Balance Due to Post Office).
These are most likely as a result of the large revaluations done on 14th
april, £214,661.07 RD of Euros and £14530.86 RU of US Dollars.
je need to know what actions need to be taken in order to put thin
right.
Can you take a look as soon as possible as a cash account has not been done
t the office since 22nd April. Not sure if this is because they are waiting
for a response from us.
[END OF REFERENCE 38034051]
esponse code to call type L as Category 40
esponse was delivered to Powerhelp
jours spent since call received: 0 hours
Date:04-May-2004 15:29:32 User:David Seddon
ne Call record has been transferred to the team: QFP
Progress was delivered to Powerhelp
@:04-May-2004 15:58:08
‘The Call record has been assigned to the Team Member: Mark Scardifield
ogress was delivered to Powerhelp
Date:04-May-2004 18:22:49 User:Matt Arris
ne Call record has been transferred to the team: EPOSS~Dev
the Call record has been assigned to the Team Member: Martin McConnell
Progress was delivered to Powerhelp
Date:10-May-2004 10:50:33 User:Martin McConnell
[Start of Response]
In order to progress a proper understanding of what has gone on I need the
ubscription group data supplied such that all the BDC rates etc are in
lace. It is meaningless in this scenario for me to force matters through
hen some of the problems could lie in the subscription data supplied in t he
Ast instance.
E
[END OF REFERENCE 38052052]
esponse code to call type L as Category 96
jours spent since call received: 0 hours
David Seddon
Date:10-May-2004 1: ser:David Seddon
Evidence Added - Bureau Subscription Group 111111111
Date:10-May-2004 11:11:46 Use
[start of Response]
ave now attached the subscription group 111111111 to the call. Returning
call back to EPOSS-Dev.
[END OF REFERENCE 38052241]
sponse code to call type L as Category 40
Response was delivered to Powerhelp
jours spent since call received: 0 hours
Date:10-May-2004 11:12:01 User:David Seddon
he Call record has been transferred to the team: EPOSS-Dev
Progress was delivered to Powerhelp
POL00001101
POL00001101
F/205/6
{ate:10-May-2004 13:42:48 User:Martin McConnell
‘The Call record has been assigned to the Team Member: Martin McConnell
‘progress was delivered to Powerhelp
:
Date:10-May-2004 16:37:43 User:Martin McConnell
l[start of Response]
iThere does not seem to be any occurrence of the collection
iCurrencyRates/Spotrates in the subscription group data shipped. There is
evidence of the old ‘archived rates’ about a month old in here and this may
ell have lead to the situation this office has got itself into. We now need
copies of the audit log and the event log for node 5 on the 14/04/2004 to
‘confirm that the system is failing to get the necessary rates etc
[END OF REFERENCE 38054903]
esponse code to call type L as Category 96
jours spent since call received: 0 hours
ve
ate:10-May-2004 16:40:00 User:Barbara Longley
rhe Call record has been assigned to the Team Member: David Seddon
ogress was delivers:
to Powerhelp
‘Date:10-May-2004 16:45:51 User:David
[Start of Response]
Audit logs and application event logs for counters 4 and 5 are already
attached to the call.
deion,
[END OF REFERENCE 38054934]
Response code to call type L as Category 40
Response was delivered to Powerhelp
jours spent since call received: 0 hours
‘Date:10-May-2004 16:45:58 User:David Seddon
‘The Call record has been transferred to the team: EPOSS-Dev
Progress was delivered to Powerhelp
‘Date:11-May-2004 11:16:00 User:Martin McConnell
Whe Call record has been assigned to the Team Member: Martin McConnell
Progress was delivered to Powerhelp
Date:11-May-2004 11:34:34 User:David Seddon
jvidence Added - CurrencyRates Collection messages (written between 10th and 1
Date:11-May-2004 11:36:20 User:David Seddon
I only obtained the subscription group data yesterday after you had asked for
iit as I had overlooked its importance. Sorry about that. However, I have been
lable to obtain details of the CurrencyRates collection you have referred
by searching through our 'archive' server. These are attached to the call.
If you could come up with a corrected cash account that would be good. I've
‘spoken with Mike King in the MSU and he feels this should be enough for POL
kco be able to get the office sorted out.
Date:12-May-2004 10:44:05 User:Martin McConnell
Evidence Added - Corrected CA for CAP 03.
‘Date:12-May-2004 10:48:40 User:Martin McConnell
‘I've added what I think should be the CA for CAP 03 where discprepancies were
osted into revaluation values. In the spreadsheet attached (correction.x1s)
I've listed all the Euro/Dollar transactions for the week and corrected where
ecessary. This has then been fed into the CA from values already in place
from CAP 03. There is a difference of £0.01p payment receipt mishmash due to
rounding error, I think I'm allowed that one with excel.
Hope this suffices because I've got other pressing things on my plate now
Like S60 and $80 work!
:
Date:12-May-2004 11:02:54 User:Martin McConnell
[Presumably we're going to need a fix to stop this happening in the
iquite labour intensive reconstructing Cash accounts!!!
:
ture its
Date:12-May-2004 11:11:41 User:Martin McConnell
‘© prevent this from happneing again, the system will need to warn (and
ei
a
POL00001101
POL00001101
F/205/7
POL00001101
POL00001101
fprevent) the user from posting discrepancies in BDC values that would
potentially blow sterling SV on the BPOSSProduct MaxSv limit. This will
jrobably take a couple of days to implement and unit test. As seen here this
lis VERY labour intesive on my part to reconstruct (as it would be for anyone
Jelse I'm sure) so we do not want any more calls of this type. Passing up for
lpproval at the earliest possible release slot.
‘]
Date:12-May-2004 11:11:48 User:Martin McConnell
‘The Call record has been assigned to the Team Member: Matt Arris
Progress was delivered to Powerhelp
‘Date:12-May-2004 16:36:24 User:Matt Arris
[Start of Response]
My recommendation is to have a fix delivered at S70. We'll need to get a test
impact from ITU and for them to accept the work to test the fix. T doubt the
[fest impact would be too much. I'11 pass the call back to SSC for them to
extract the information they need. Can SSC then forward the call on to RMF
‘for them to agree a target release
I[END OF REFERENCE 38064264]
Response code to call type L as Category 94
jours spent since call received: 1 hours
Date:12-May-2004 16:57:33 User:Barbara Longley
[Start of Response]
3 Dave Seddon is out of office this week, routing to Mark Wrigh
[END OF REFERENCE 38064319]
Response code to call type L as Category 40
Response was delivered to Powerhelp
jours spent since call received: 0 hours
‘Date:12-May-2004 16:57:51 User:Barbara Longley
Whe Call record has been assigned to the Team Member: Mark Wright
Progress was delivered to Powerhelp
7
Laco:t2-May-2006 17:21:08 User:Mazk Wrdght
Routing to MSU so they can extract the evidence required for POL. Then
please route it back so we can forward onto development. thanks.
Date:12-May-2004 17:21:19 User:Mark Wright
jhe Call record has been transferred to the team: MSU-Indt Mgt
Progress was delivered to Powerhelp
Date:17-May-2004 11:00:47 User:David Seddon
Evidence Added - FAD115026 - CAP3 Original CA with corrections highlighted
]
Dave:17-May-2004 14:42:27 User:Mark Farry
([Start of Response]
Whe corrected cash account has been sent to POL. Returning call to EDSC for
borogression.
[END OF REFERENCE 38076915]
Response code to call type L as Category 40
Hours spent since call received: 0 hours
i
'
jate:17-May-2004 14:42:37 User:Mark Farry
ne Call record has been transferred to the team:
rogress was delivered to Powerhelp
:
“pate:17-May-2004 14:44:58 User:Barbara Longley
[start of Response]
Date:2004-05-17 14:42:27.803
‘User:Mark Parry
‘he corrected cash account has been sent to POL. Returning call to EDSC for
i
progression.
(losing as reconciliation Resolved.
I[END OF REFERENCE 38076938]
"Response code to call type L as Category 90
Service Response was delivered to Powerhelp
Hours spent since call received: 0 hours
F/205/8
POL00001101
POL00001101
jate:17-May-2004 14:44:59 User:Barbara Longley
ALL PCO102484 cll
ate:17-May-2004 14:46:47 User:
‘consumer Phelp has received t!
11 closure
jate:27-May-2004 09:41:41 U.
all has been cloned to Cal
avid Seddon
PC0103606 by User:David Seddon
Requirements
__Customer Call_ -- EDSC
Bureau de Change -- BDC Counter (version unspecified)
_Customer Call_ -- EDSC
27-May-2004 09:41 -- David Seddon
F/205/9