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From: Kendra Dickinso1
To: "Parmenter, Claire
Ce: "Parsons, Andrew"
Subject: RE: URGENT REQUEST PLEASE - Horizon Factfile Outline [DD-4A-
LIVE.FID20472253]
Date: Fri, 27 Dec 2013 09:25:51 +0000
Importance: Normal
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Claire
2ase see below answers to your questions. Happy to discuss further as I am available for a call at 1p.m.
e« Year NBSC opened - 15th December 1999
© Purpose of NBSC ~ to help & support branches with transactions and navigation of the Horizon system
© Number of staff currently employed — 70 ( this covers front line taking calls, second line support and admin roles).
© Opening time currently — 06:00 — 23:00 Monday to Saturday and 07:00 — 17:00 Sunday and Bank Holidays.
© Volume of calls: Average daily — 1700
Average weekly — 11,000
Annually ( using 2012-2013 data) — 600k
e Issues — NBSC support branches with any help they need to manage transactions through
Horizon, including navigation. They also support weekly branch trading and are the main point
of contact for all branches into the Business. NBSC use a knowledgebase which provides the
answers to all queries and where this can’t be achieved, the second line support will liaise with
product teams within POL to source the answer.
rds
ondra
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Kendra Dickinson I NBSC Relationship Manager. Customer Experience Team
kendra.dickinsorf”
postoffice.co.uk
@postofficenews
©®OO
From: Parmenter, Claire I __. GRO __. i
Sent: 23 December 2013 16:45
To: Kendra Dickinson
Cc: Parsons, Andrew
Subject: FW: URGENT REQUEST PLEASE - Horizon Factfile Outline [DD-4A-LIVE.FID20472253]
Kendra,
Further to Angela's email below we would initially like the following questions addressed:
3SC
o When established — date and year
Why was it established? What is the purpose of NSBC?
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How many staff are employed to answer calls for NSBC? What are the opening times of NSBC?
¢ Volume of calls
On average how many calls are received per day, month and year?
o Range of issues
What type of issues do NSBC deal with? What action can NSBC take? What does NSBC do if it
cannot resolve an issue?
If it would be easier to discuss during a conference call please let me know when you are available.
Kind regards
Claire
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Claire Parmenter
Solicitor
for and on behalf of Bond Dickinson LLP
Follow Bond Dickinson:
www.bonddickinson.com
From: Angela Van-Den-Bogerd { GRO
: 20 December 2013 16:36
ue Richardson; Rod Ismay; Kendra Dickinson; Sophie Bialaszewski; Gayle A Peacock
: Parmenter, Claire
Subject: URGENT REQUEST PLEASE - Horizon Factfile Outline
All,
As part of the Mediation Scheme we need to put information we will need for that process in one place. The
outline below is what we believe at this point is what we require. Therefore as the business owner and/or
business expert for elements of this factfile I am requesting your help in compiling this information. Claire
Parmenter from Bond Dickerson is overseeing this piece of work so would you please provide the
information requested and send to Claire. I appreciate that we are fast approaching Christmas but would you
please give this your urgent attention and let Claire know when you expect to be able to provide this
information to her.
Thanks for your help. If you have any queries please let me know.
Angela
Angela ‘Van Den Bogerd I Head of Partnerships
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Post Office stories
©®6e
&
g
°
@postofficenews
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From: Rodric Williams
Sent: 20 December 2013 10:42 a —
To: Parsons, Andrew; Parmenter, Claire ( GRO
Cc: Sophie Bialaszewski; Belinda Crowe nnn
Subject: Horizon Factfile Outline
Angela Van-Den-Bogerd
All — here is my starter for ten for the “Horizon Factfile” outline
Horizon — Sophie Bialaszewski with assistance from Ruth Barker (We have previously used most of
this information in press releases and other communications. For any gaps I suggest contacting Dave
Hulbert)
date of commissioning
date of migration to Horizon Online
number of transactions (per day, month, year)
number of users
o currently
o since Horizon Online
o total since Horizon installed
auditing (who and how often)
data storage and retrieval processes
Training — Sue Richardson (Training content owner), Gayle Peacock and Anne Allaker (Business
Improvement Programme)
what we now do
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what we have done in the past / how our training has evolved
NBSC
o When established
o Volume of calls
o Range of issues
Field — Gayle Peacock
o what we now do
o what we have done in the past / how field support has changed
Online (eg screen prompts)
Branch Settlement — Rod Ismay
how and when
transaction corrections
o how many
o how often
o value (mean, median, mode, range)
o how resolved
Second Sight “Thematic Issues” Andy Parsons to establish what info we already have and to indicate
the gaps we need to close
Transactions or Transaction Corrections not entered by the Sub-postmaster or staff
Transaction anomalies associated with:
o CASH or STOCK Remittances;
o Pensions and Allowances
o telecommunication or power failures
o ATMs
o Scratch Cards
o MVL
o Foreign Currency
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o Bank / GIRO / Cheques
o Stamps, Postage Labels, Phone Cards or Premium Bonds
Hardware issues e.g. printer problems, PIN pads, touch screens and PayStation
Failure to follow correct procedures or mis-advised by POL HelpLine
Training and Support issues including HelpLine and Audit
Limitations in the Transaction Audit Trail available to Subpostmasters
Process issues at the end of each Trading Period
The contract between the Post Office and Subpostmasters
The lack of an outreach investigations function
Possible Reasons for Balancing Errors — Gayle Peacock / Angela Van Den Bogerd
Connectivity
Failure to follow process (eg cheque handling)
Miskeying
Cash handling
Staff actions
Others????
Rodric Williams I Litigation Lawyer
LONDON, ECIV 9HQ
Post Office stori
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