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Karen Arnold To:
. cc:
19/08/2009 13:04 Subject: Hogsthorpe 200202 - For filing on the EFC
Andy
Please can you copy this string of e-mails on to a word doc and file on the EFC
Thanks
Regards
Karen
Karen Arnold
Contract Manager - North Central England
Post Office Ltd - Network
Second Floor, The Markets Crown Office, 6 — 16 New York Street, Leeds, LS2 7DZ
Eh karen.amold
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----- Forwarded by Karen Amold/e/POSTOFFICE on 19/08/2009 13:03 -----
John Breeden
03/07/2009 20:49
To: Gary Blackbum/e
cc: Southall/e
Arnold/el
Subject:
Re: Hogsthorpe 200202Notes Link
Gary,
I have read the recent emails on the above and considered the information I am concerned if we
swap the processor now and the errors stop this could lead to (i) a claim that Horizon has
problems in its accuracy and fuel some of the recent press articles and (ii) the SPMR will claim
that all previous errors are down to Horizon and we have no way to disprove this if everything is
resolved when the new processor is installed.
Point (i) above would also concern me as I have no doubt this individual is not the only one that
uses Smartpost in this way so we could end up with other claims in respect of this issue where
we have insisted the SPMR makes the loss good.
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I would prefer a more staged approach be taken to this issue where we try to identify the problem
by a method that will eliminate potentially different scenarios - I am not sure how easy or difficult
this would be to do but if this SPMR was for example removing money from the till and he
stopped doing this when the processor is removed we have not proved it was the processor that
was at fault all we have stopped is money going missing.
I think we need to think this one through carefully and the SPMR should be providing evidence to
support his claims which can be investigated before we change pieces of equipment.
If you wish to discuss please give me a ring.
Regards
John
John Breeden
National Contract Manager North
Post Office Ltd - Network Support
2nd Floor, The Markets Crown Office, 6/16 New York Street, Leeds LS2
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recipient (s) and may contain confidential and privileged information. Any unauthorised review,
use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact
me by reply e-mail and destroy ail copies of the original message.
Gary Blackburn
02/07/2009 16:57 Karen Arold/e/t
Subject: Re: Hogsthorpe 200202Notes Link
Karen
Fujitsu have always had a preventative maintenance policy and therefore sometimes will swap
out kit without actually finding a fault, also it generally helps with customer perception of the
service they have received.
I accept in this instance that this policy could work against us, but are you suggesting that if after
swapping the processor, and all discrepancies cease that Tom will claim that is clear proof of
Horizon creating discrepancies?. I strongly suggest that Tom obtains the necessary evidence
now, if it is available.
I'm not trying to be obstructive but at present we have nothing to work on.
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regards
Gary
Live Service and Business Continuity Manager
Post Office Ltd
Service Delivery
‘keeping effective channels to market open, whilst continuously improving the customer
experience and value for money’
1st Floor, Post Office Ltd, Cortonwood Business Park, Cortonwood Drive, BARNSLEY, S73 0TB
Karen Arnold
, To: Gary Blackbum/ed._
02/07/2009 14:53 co: Breeden/e!
jogsthorpe 200202Notes Link
Gary
I am not sure why Fujitsu would be changing the processor if they didn't think there was a
problem.
Having spoken to Tom today, once the new processor is install he is going do a BP rollover and
then keep a tally manually of every Smartpost item to check against Horizon. This however won't
help with anything that has gone previously.
Regards
Karen
Karen Arnold
Contract Manager - North Central England
Post Office Ltd - Network
Second Floor, The Markets Crown Office, 6 — 16 New York Street, Leeds, LS2 7DZ
Confidential Information: This e-mail message is for the sole use of the intended recipient (s)
and may contain confidential and privileged information. Any unauthorised review, use,
disclosure or distribution is prohibited. If you are not the intended recipient, please contact me
by reply e-mail and destroy all copies of the original message.
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Gary Blackburn
To: Karen Arnold/e;
02/07/2009 14:14 ce: David Southall
Breeden/ef_
Subject: Re: Hogsthorpe 200202Notes Link
Karen
+ Fujitsu would not check a replaced processor automatically but I don't believe that would add
any value in this instance.
+ As we discussed last week the most likely explanation was / is user error but given the calls
into NBSC and HSD we should assume that this is not the root cause at this time.
+ However Kicking off any other type of investigation is dependant on transactional evidence of
Smartpost suspend creating discrepancies. Does Tom have any ? I assume he believes that
Horizon is committing each mail item/costs each time that he goes into suspend and
therefore on multiple occasions?
If Tom has specific information such as transaction time and values ,please send this across and
I will get Fujitsu to investigate immediately. If has no evidence them I'm afraid there is nothing for
Fujitsu to investigate.
regards
Gary
Live Service and Business Continuity Manager
Post Office Ltd
Service Delivery
‘keeping effective channels to market open, whilst continuously improving the customer
experience and value for money’
1st Floor, Post Office Ltd, Cortonwood Business Park, Cortonwood Drive, BARNSLEY, S73 OTB
STD Phone: r
VoiceMail: N/A, Mobe Mobile
GRO-
!Mobex -
Karen Arnold
02/07/2009 09:35
Gary Blackbum/e_
Subject:
Gary
Further to our conversation last week regarding the losses at Hogsthorpe, the spmr, David
Hedges (who likes to be known as Tom) has contacted the NBSC to establish what the
bau/correct process is for suspending a session of Smartpost. Tom tells me that the NBSC said it
was okay to use either of the methods he describes, as a reminder I have copied information
below in respect of what described to me last week.
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Tom said that he does a lot of postage and customers come
in leave their items of mail and a blank cheque, so they
don’t have to wait. He then processes the items in between
serving other customers. Previously he would have several
items on the sales stack, items for which labels had been
printed and if a customer came in he would suspend the
session, from the Smartpost screen and serve other
customers before going back and swapping back into the
suspended session. This would take him straight back to
the Smartpost screen, but when he initially suspended the
session it would take a long time, as it also did when he
swapped to go back into the suspended session. Around the
time the losses started he changed how he suspended the
session. Items in the sales stack and in Smartpost, when a
customer came in he started going back to serve customer,
suspending the session from there, would serve other
customers and then swap to go back into the suspended
session, by doing it this way it took him back to the serve
customer screen and both the suspending of the session and
returning back into the suspended session was far quicker
this way, than how he did it previously.
Tom also spoke to HSH yesterday about this and also the losses which he believes have started
since he changed his procedures, ref E-1318562. I understand from Tom that a visit has now
been arranged for today to swap the central processor. Once this swap out has been completed
can you tell me whether any investigation is carried out with the old processor.
As I mentioned last week if losses continue then I could end up with a conduct case. If this does
happen then the spmr will have the opportunity of attending an interview, in which I am sure he
will raise what he believes is an issue with Smarpost suspended session contributing to losses at
the branch. At this point it will have to be investigated, I therefore feel it would be beneficial to do
this now and would appreciate your help with this.
I have cc'd David Southall in as I am on annual leave from tomorrow and do not return until
22.07.09, David will be covering any urgent matters in my area during my absence.
Thanks
Regards
Karen
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Karen Arnold
Contract Manager - North Central England
Post Office Ltd - Network
Second Floor, The Markets Crown Office, 6 — 16 New York Street, Leeds, LS2 7DZ
karen.arnold}
Confidential Information: This e-mail message is for the sole use of the intended recipient (s)
and may contain confidential and privileged information. Any unauthorised review, use,
disclosure or distribution is prohibited. If you are not the intended recipient, please contact me
by reply e-mail and destroy all copies of the original message.