POL00029908
POL00029908
Message
From: Anne Allaker [anne.allak K
on behalf of — Anne Allaker <anne.allaker
Sent: 03/11/2015 15:42:12
To: Melanie Corfield [melanie.corfiel
Subject: FW: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Mel,
Re your email about the computer weekly article.
The below may be the scenario that’s being described.
Let me know what you think but we can raise it on the call tomorrow if needed as this is the only
example I have had raised to me.
Thanks
Anne
a Anne Allaker
Support Services Transformation Programme
From: Andrew Winn
Sent: 21 October 2015 10:07
To: Anne Allaker
Subject: FW: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
From: Austin, Katie (ext) [mailto:katie.austin.
Sent: 20 October 2015 17:02
To: Andrew Winn
Cc: PostOfficeServiceDesk; Rod Ismay; Alison Bolsover; Kendra Dickinson; ESG; Clive Burton
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Thank you for the comprehensive update Andy.
With regard to the root cause, I have today received further information from Fujitsu as follows:
e This issue is caused by the user forcing log off when the post-login checks have not fully completed.
e Whilst this is a process issue and not a technical one, the ability for this to occur can be addressed by a code
change.
e The code change will be included within Release 13.05 which is targeted for deployment in March 2016.
e Previous instances of this issue have been caused in the same way (forced log off}.
1 will continue to monitor progress of this particular code change and keep you updated with regard to implementation
dates, meanwhile if you have any other questions please don’t hesitate to contact me.
Best regards,
Katie
POL-0026390
POL00029908
POL00029908
From: Andrew Winn [mailto:andrew.winn}
Sent: Tuesday, October 20, 2015 3:11 PM”
To: Austin, Katie (ext)
Cc: Post Office Service Desk; Rod Ismay; Alison Bolsover; Kendra Dickinson; ESG; Clive Burton
Subject: FW: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi
The appropriate process to resolve this scenario would be for the branch to create 3 “phantom” rems out of the
outreach. They would need a spare barcode to allow them to generate the rem.
At present we have 3 uncleared rem outs from the Core sat in POLSAP.
Provided we were alerted to the phantom rems we would simply net these off against those outstanding and everyone
is clear.
There would be no further action required at the Core.
Our cash team have been in contact with Anne who is not comfortable with creating these phantom rems.
As an alternate approach we could normally issue transaction corrections to clear the duplicated rems.
Anne has informed us that she would prefer to wait for a transaction correction.
We are unable to do this at present as no Customer Account has yet been allocated to this branch.
This is a recurring theme for outreaches at present. We will try to get one allocated.
Anne is aware of this.
{don’t think there is a specific system issue te resolve here. That said branch to branch rems always seem to be messy
to resolve when an error has been made and I think both NBSC & FSC could benefit from some clarity around the
constraints of the process.
Andy
From: Alison Bolsover
Sent: 20 October 2015 14:35
To: Andrew Winn
Subject: FW: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Kind Regards
Alisow
ALISON BOLSOVER
Senior Debt Recovery Manager
Post Office Ltd
Future Waik
1 Floor West
Chesterfield
Derbyshire
S49 1PF
alison.bolsove
GRO
POL-0026390
POL00029908
POL00029908
From: Rod Ismay
Sent: 20 October 2015 13:11
To: Dawn Brooks; Alison Bolsover
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Dawn —{ don’t think you should be. Thank you but this needs IT to respond on root cause. I am trying to get lan
Thomas. I am also just seeking a little clarity on the basic scanning process with Sean Farrow. Hoping to speak to him in
next few minutes
Thanks, Rod
From: Dawn Brooks
Sent: 20 October 2015 12:56
To: Rod Ismay; Alison Bolsover
Subject: FW: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Rod/Alison
is Andy Winn taking a look at this at all? I’m not sure that I can offer much support from my team at the moment.
Dawn
From: Austin, Katie (ext)
Sent: 20 October 2015 10:36
To: Kendra Dickinson; Rod Ismay; Dawn Brooks
Cc: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Ian Humphries; Ibrahim Kizildag;
Anne Allaker; Austin, Katie (ext)
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Thank you Kendra.
V've asked Fujitsu to advise regarding the root cause however my immediate concern is rectifying the reported loss.
Fujitsu have provided the following information which may be useful:
As per Fujitsu, they have found found 4 other instances {outreach branches 214869, 106444, 110444, 207828) and all but
the last removed the discrepancy by completing a rem out for the excess, which corrected the system cash holding.
Branch 224843 may be able to do the same but NBSC should advise on this
Many thanks,
Katie
From: Kendra Dickinson [mailto:kendra.dickin:
Sent: Tuesday, October 20, 2015 10:32 AM
To: Rod Ismay; Dawn Brooks
Cc: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Humphries, Ian; Austin, Katie
(ext); Ibrahim Kizildag; Anne Allaker
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Rod/Dawn
Could I enlist your help and support on the below issue please?
POL-0026390
POL00029908
POL00029908
Whilst I am happy for NBSC to try and support where they can, the concern I have with the below is we have no process
for managing this type of issue and we are unable to see any of the back end accounting for this Branch. Therefore, any
advice that we try and provide could end up making matters worse ~ this is already showing a £24k loss. I am not happy
for NBSC to give advice on something that is not a process that exists within the knowledgebase.
Similar to a disconnected session, NBSC would have no understanding as to the implications on branch accounting if
they were to advise the branch as suggested below.
From the explanation below, this appears to be a technical issue, however, I don’t know if you have any other previous
similar scenarios that would advise on what the correct process should be for this particular situation?
Many thanks
Reds
kendra
‘a Kendra Dickinson
Senior Contact Centre Relationship Manager
Support Services
From: Austin, Katie (ext) [mailto:katie.austi
Sent: 20 October 2015 09:53
To: Kendra Dickinson; Ibrahim Kizildag
Cc: John Cawthorn; IT-Solutions R SMC PostOffice Incident Management; Thomas, Ian; Ian Humphries; Austin, Katie
(ext)
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Kendra,
ican provide some background here which will hopefully explain why I suggested this call. The below issue was raised
with lan Thomas by Helen Baker on 8* October:
This morning Anne Remmed £8000 from core branch to outreach using barcode.
When she accepted into outreach, and settled, horizon printed receipt, then another, then another, then another..she
managed to stop it at four receipts of £8000 from the one barcode rem in transaction.
She was concerned as she had never seen this before. She balanced core and it was correct, but outreach was £24,000
short.
Although the core had sent only one lot of £8000, the outreach had accepted 4 lots of £8000 in one transaction!
She has spoken to NBSC ref 1358666 who told her it was a technical issue.
She then phoned the IT help desk ref: 17972295. She was unconvinced they understood the problem although they said
they would probably ‘rectify remotely'. After waiting till the end of day, she called back and escalated to option 7 and
spoke to Rich who told her to phone NBSC.
I don't think the helpline understood what's happened. I can understand that as you would think it not possible. But,
incredibly, Anne's outreach horizon now shows £24,000 short and it doesn't exist. As you can imagine, Anne is concerned
and I have told her not to touch the outreach unit until this is resolved for her.
The incident was passed to Fujitsu who have advised that in order to resolve the issue, the branch/NBSC must ‘complete
arem out for the excess to correct the cash holding’ which Fujitsu are unable to do. The NBSC has subsequently advised
POL-0026390
POL00029908
POL00029908
that they cannot assist as this is an IT issue however Fujitsu are also advising that they cannot assist. As a result, the
issue has been passed back and forward for over a week.
In order to resolve this as quickly as possible for the branch and avoid any further delays, I suggested a call between all
parties to discuss and agree a way forward.
lt hope this helps.
Thanks,
Katie
From: Kendra Dickinson [mail
Sent: Tuesday, October 20, 2015 9:45 AM
To: Ibrahim Kizildag; Austin, Katie (ext)
Cc: John Cawthorn
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Ib
No can you please hold fire on this as I don’t think this is something NBSC potentially should be getting involved in. I
need to read through this in detail.
Reds
kendra
+ Kendra Dickinson
Senior Contact Centre Relationship Manager
Support Services
From: Ibrahim Kizildag
Sent: 20 October 2015 09:28
To: ‘Austin, Katie (ext)'
Cc: Kendra Dickinson
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Kendra;
Please see attached email below, are you ok for NBSC team to join this conference call ?
Kind Regards;
Ibrahim Kizildag Team Leader
NBSC
Dearne House
Cortonwood Drive
Brampton
Barnsley
POL-0026390
POL00029908
POL00029908
ibrahim.kizildag G RO
From: Austin, Katie (ext) [mailto:katie.austi
Sent: 19 October 2015 17:35
To: IT-Solutions R SMC PostOffice Incident Management; Ibrahim Kizildag
Cc: Jaisinghani, Pavan; Austin, Katie (ext)
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Thank you Abhishek.
Ibrahim — I’ve suggested we have this teleconference as this issue has been bouncing between Fujitsu and NBSC for
some time. Can you please confirm who from the NBSC would be best placed to participate in order that we can
schedule the call? The Incident Management Team will chair it.
Many thanks,
Katie
From: IT-Solutions R SMC PostOffi ce Incident Management
Sent: Monday, Octo
rahil
Ce: Walker, Rob; AU
Subject: RE: 17991774 ‘1 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies # 1358666
Hi Ibrahim,
As this incident is not getting resolved can we have con-call set up between NBSC & Fujitsu.
The Site had transaction discrepancy,
As per Fujitsu, they have found found 4 other instances (outreach branches 214869, 106444, 110444, 207828) and all
but the last removed the discrepancy by completing a rem out for the excess, which corrected the system cash holding.
Branch 224843 may be able to do the same but NBSC should advise on this.
Please can your team contact branch & check if your team can remove the discrepancy by ‘completing a rem out for the
excess to correct the system cash holding’
Regards,
Abhishek Rane
Atos india
From: IT-Solutions R SMC PostOffice Incident Management
Sent: Monday, October 19, 2015 5:09 PM
POL-0026390
POL00029908
POL00029908
To: 'nbscenquire:
Cc: Walker, Rob ~
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies
Hi Team,
Please can your team contact branch & check if your team can remove the discrepancy by ‘completing a rem out for the
excess to correct the system cash holding’
I've found 4 other instances (outreach branches 214869, 106444, 110444, 207828) and all but the last removed the
discrepancy by completing a rem out for the excess, which corrected the system cash holding. Branch 224843 may be
able to do the same but NBSC should advise on this.
Regards,
Abhishek Rane
Atos india
From: IT-Solutions R SMC PostOffice Incident Management
Sent: Monday, October 19, 2015 12:39 PM
To: 'nbscenquires
Cc: Walker, Rob
Subject: RE: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies
Hi Team,
Please can your team contact branch & check if your team can remove the discrepancy by ‘completing a rem out for the
excess to correct the system cash holding’
Regards,
Abhishek Rane
lent Management
Embassy Te:
Hinjewadi, Phase-2, Pune-414057
Atos India
From: IT-Solutions R SMC PostOffice Incident Management
Sent: Friday, October 16, 2015 3:35PM
To: NBSC Admin Team (nbsc.admin. team)"
Ce: Walker, ROD eneesnsnentinnnnnnnrnsni
Subject: 17991774 I 2248433 I Dalmellington Outreach Service - horizon I transaction discrepancies
POL-0026390
POL00029908
POL00029908
Hi Team,
As per Fujitsu, please can your team contact branch & check if your team can remove the discrepancy by ‘completing a
rem out for the excess to correct the system cash holding’
Regards,
Abhishek Rane
Incident Management
Pune-ai tos?
Atos India
Atos, Atos Consulting, Worldline and Canopy The Open Cloud Company are trading names used by the Atos
group. The following trading entities are registered in England and Wales: Atos IT Services UK Limited
(registered number 01245534), Atos Consulting Limited (registered number 04312380), Atos Worldline UK
Limited (registered number 08514184) and Canopy The Open Cloud Company Limited (registration number
08011902). The registered office for each is at 4 Triton Square, Regent’s Place, London, NW1 3HG.The VAT
No. for each is: GB232327983.
This e-mail and the documents attached are confidential and intended solely for the addressee, and may contain
confidential or privileged information. If you receive this e-mail in error, you are not authorised to copy,
disclose, use or retain it. Please notify the sender immediately and delete this email from your systems. As
emails may be intercepted, amended or lost, they are not secure. Atos therefore can accept no liability for any
errors or their content. Although Atos endeavours to maintain a virus-free network, we do not warrant that this
transmission is virus-free and can accept no liability for any damages resulting from any virus transmitted. The
tisks are deemed to be accepted by everyone who communicates with Atos by email.
This email and any attachments are confidential and intended for the addressee only. If you are not the named recipient,
you must not use, disclose, reproduce, copy or distribute the contents of this communication. If you have received this in
error, please contact the sender by reply email and then delete this email from your system. Any views or opinions
expressed within this email are solely those of the sender, unless otherwise specifically stated.
POST OFFICE LIMITED is registered in England and Wales no 2154540. Registered Office: Finsbury Dials, 20 Finsbury
Street, London EC2Y 9AQ.
Atos, Atos Consulting, Worldline and Canopy The Open Cloud Company are trading names used by the Atos
group. The following trading entities are registered in England and Wales: Atos IT Services UK Limited
(registered number 01245534), Atos Consulting Limited (registered number 04312380), Atos Worldline UK
Limited (registered number 08514184) and Canopy The Open Cloud Company Limited (registration number
08011902). The registered office for each is at 4 Triton Square, Regent’s Place, London, NW1 3HG.The VAT
No. for each is: GB232327983.
This e-mail and the documents attached are confidential and intended solely for the addressee, and may contain
confidential or privileged information. If you receive this e-mail in error, you are not authorised to copy,
disclose, use or retain it. Please notify the sender immediately and delete this email from your systems. As
emails may be intercepted, amended or lost, they are not secure. Atos therefore can accept no liability for any
errors or their content. Although Atos endeavours to maintain a virus-free network, we do not warrant that this
POL-0026390
POL00029908
POL00029908
transmission is virus-free and can accept no liability for any damages resulting from any virus transmitted. The
tisks are deemed to be accepted by everyone who communicates with Atos by email.
+ +e ie
This email and any attachments are confidential and intended for the addressee only. If you are not the named recipient,
you must not use, disclose, reproduce, copy or distribute the contents of this communication. If you have received this in
error, please contact the sender by reply email and then delete this email from your system. Any views or opinions
expressed within this email are solely those of the sender, unless otherwise specifically stated.
POST OFFICE LIMITED is registered in England and Wales no 2154540. Registered Office: Finsbury Dials, 20 Finsbury
Street, London EC2Y 9AQ.
Atos, Atos Consulting, Worldline and Canopy The Open Cloud Company are trading names used by the Atos
group. The following trading entities are registered in England and Wales: Atos IT Services UK Limited
(registered number 01245534), Atos Consulting Limited (registered number 04312380), Atos Worldline UK
Limited (registered number 08514184) and Canopy The Open Cloud Company Limited (registration number
08011902). The registered office for each is at 4 Triton Square, Regent’s Place, London, NW1 3HG.The VAT
No. for each is: GB232327983.
This e-mail and the documents attached are confidential and intended solely for the addressee, and may contain
confidential or privileged information. If you receive this e-mail in error, you are not authorised to copy,
disclose, use or retain it. Please notify the sender immediately and delete this email from your systems. As
emails may be intercepted, amended or lost, they are not secure. Atos therefore can accept no liability for any
errors or their content. Although Atos endeavours to maintain a virus-free network, we do not warrant that this
transmission is virus-free and can accept no liability for any damages resulting from any virus transmitted. The
tisks are deemed to be accepted by everyone who communicates with Atos by email.
This email and any attachments are confidential and intended for the addressee only. If you are not the named recipient,
you must not use, disclose, reproduce, copy or distribute the contents of this communication. If you have received this in
error, please contact the sender by reply email and then delete this email from your system. Any views or opinions
expressed within this email are solely those of the sender, unless otherwise specifically stated.
POST OFFICE LIMITED is registered in England and Wales no 2154540. Registered Office: Finsbury Dials, 20 Finsbury
Street, London EC2Y 9AQ.
Atos, Atos Consulting, Worldline and Canopy The Open Cloud Company are trading names used by the Atos
group. The following trading entities are registered in England and Wales: Atos IT Services UK Limited
(registered number 01245534), Atos Consulting Limited (registered number 04312380), Atos Worldline UK
Limited (registered number 08514184) and Canopy The Open Cloud Company Limited (registration number
08011902). The registered office for each is at 4 Triton Square, Regent’s Place, London, NW1 3HG.The VAT
No. for each is: GB232327983.
This e-mail and the documents attached are confidential and intended solely for the addressee, and may contain
confidential or privileged information. If you receive this e-mail in error, you are not authorised to copy,
disclose, use or retain it. Please notify the sender immediately and delete this email from your systems. As
emails may be intercepted, amended or lost, they are not secure. Atos therefore can accept no liability for any
errors or their content. Although Atos endeavours to maintain a virus-free network, we do not warrant that this
transmission is virus-free and can accept no liability for any damages resulting from any virus transmitted. The
tisks are deemed to be accepted by everyone who communicates with Atos by email.
POL-0026390