POL00028699
POL00028699
Internal memo THE POST OFFICE
2nd Floor
To Andy Radka Head of Business Service Management Soresby St
Post Office Network (PON) CHESTERFIELD
$49 IPF
cc Graham Shervington Head of Service Operations, PON
Mark Haynes Head of Network Business Support,PON Telephone: 01246 542718
David Smith Automation Director, PON Postline: 53092718
Alan Barrie Operations Director, PON Fax: 01246 542726
Chris French Head of Horizon Programme, PON ,
Gail Morley Head of Transaction Processing, PON
David Miller Managing Director, PON
Stuart Sweetman Group Managing Director, Customer and
Banking Services
Emst & Young External Auditors
From —_ Chris Paynter
Date 8th February, 2000
Subject REVIEW OF HORIZON PERFORMANCE AND PROBLEM MANAGEMENT -
POST OFFICE NETWORK
I attach a copy of our final report following our review of the procedures for monitoring and reporting
Horizon performance and problem management.
Although the original terms of reference were agreed with Chris French the report is addressed to Andy
Radka as the recommendations contained in the report relate to Business Service Management.
The report concludes that the processes for identifying problems with the Horizon system in the live
environment are working well, but has made some suggestions for improvements to the processes for
resolving these problems.
All the findings have been discussed with the relevant managers and the Implementation Plan at Part 4
records the actions agreed in respect of the recommendations made. There is one recommendation where
BSM have agreed to determine who within Post Office Network will have responsibility for identifying
and communicating good practice at outlets, and we have agreed to follow this up in one month’s time to
teview the outcome of these discussions.
Chris Paynter
Audit Manager
Post Office Internal Audit
MEMOI116 99.doc