POL00046194
POL00046194
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a)
and 5B, MC Rules 1981, r 70)
Statement of Andy Paul Dunks
Age if under 18 Over 18 (If over 18 insert ‘over 18')
This statement (consisting of -3— pages each signed by me) is true to the best of my knowledge and
belief and I make it knowing that, if it is tendered in evidence, I shall be liable to prosecution if I have
wilfully stated in it anything which I know to be false or do not believe true.
Dated the 6” day of April 2006
Signature
I have been employed by Fujitsu Services, Post Office Account, formally ICL Pathway Ltd.,
since the 11" March 2002 as an IT Security Analyst where I am involved in IT Security for the
Post Office Account I am authorised by Fujitsu Services to undertake extractions of audit data
held on the Horizon system and to obtain information regarding system transaction information
processed on the Horizon system.
I have been asked to provide details and information on the reports of monitor faults, polling
failures, equipment failures and calls for advice and guidance logged by the Horizon System
Helpdesk recorded during the period 1st November 2004 to the 30” November 2005 for the
Gaerwen Post Office — FAD (Financial Accounting Division) Code 160604
I have reviewed the helpdesk calls pertaining to this office and during the period 1st November
2004 to the 30" November 2005 there were 13 calls from Gaerwen Post Office - FAD Code
160604 to the Helpdesk. I am of the opinion that none of these calls relate to faults which
would have had an effect on the integrity of the information held on the system.
Details and an overview of the calls are given in date order below:
16 February 2005 13:29hrs, Call E-0502160667-— Pm (Postmaster) states has gone to rem
(remittance) his cheques out, but has a difference on his reports, pm wants help adjusting
stock. Resolution: balancing issue, referred to NBSC (Network Business Support Centre)
Team - Call Closed.
23 April 2005 08:21hrs, Call Reference E-0504230043 — Post Office Manager (POM) states
his gateway counter has not loaded "please telephone horizon for instruction". Resolution:
Signature Signature witnessed by
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POL00046194
POL00046194
Witness Statement
(CJ Act 1967, s9; MC Act 1980, ss 5A(3)(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
Key refresh not completed successfully, advised to reboot both counters which resolved issue —
Call Closed.
18 June 2005 05:21hrs, Call Reference E-0506180013 — CRITICAL EVENT RCVD
(received) on H16060400102 @ 03:31 18th Jun 2005 - The device, \device\harddiskO\partition1
had a bad block. Resolution: Remotely rebooted counter - Call Closed.
02 July 2005 09:37hrs, Call Reference E-0507020110 — PM had to reboot because the
system was down and cannot pass the AP (Automated Payment) recovery. Resolution:
teferred PM to NBSC —~ Call Closed.
02 July 2005 09:41hrs, Call Reference E-0507020115- pat at NBSC transferred postmaster
at site. PM states he has a screen freeze. Resolution: Advised PM to reboot — Call Closed.
02 July 2005 10:06hrs, Call Reference E-0507020145 — Counter frozen. PM said it keeps
going to AP recovery screen. Resolution: PM to leave off for 5 minutes and reboot, but this
time not to proceed with AP recovery screen, Advised Pm to re-calibrate the screen, — Call
Closed.
02 July 2005 10:57hrs, Call Reference E-0507020183 — PM states that the touch screen is
not responding. Resolution: Advised Pm to re-calibrate the screen — Call Closed.
13 July 2005 23:10hrs, Call Reference E-0507130815 — A critical event has been received
for counter H16060400102, 'The device, \device\harddiskO\partition! had a bad block..
Resolution: Remotely re-booted counter which resolved fault - Call Closed.
13 October 2005 08:37hrs, Call Reference E-0510130072 — PM states the card account
withdrawals have a zero entry for the value. Resolution: Transferred to NBSC - Call Closed.
13 October 2005 10:38hrs, Call Reference E-0510130345 - caller states the auditor
requires a One Shot Password (OSP). Resolution: OSP ref No’ given — Call Closed.
414 October 2005 11:33hrs, Call Reference E-0510140328 — Caller states that the auditor
requires OSP. Resolution: OSP given - Call Closed.
31 October 2005 14:16, Call Reference E-0510310998 - Catherine at NBSC states that the
Signature Signature witnessed by
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POL00046194
POL00046194
Witness Statement
(CJ Act 1967, 9; MC Act 1980, ss 5A(3}(a) and 5B, MC Rules 1981, r 70)
Continuation of statement of Andrew Paul Dunks
PO closed on 13/10/05 due to audit. it closed at 8:38 and re-opened at 11:20. Resolution: PO
re-opened — Call Closed.
29 November 2005 10:35hrs, Call Reference E-0511290350 -BRANCH IS TEMP CLOSED
AFTER AUDIT. PM SUSPENDED. AWAITING POL AREA INTERVENTION OFFICE VISIT.
Resolution: Branch closed under FAD160604 and re-opened under new FAD - Call Closed.
The calls received on 18” June 2005 and 13” July 2005 referred to a critical event due to a bad
block. The term critical is the comparative level of attention required to generate remedial
action. It refers to the level of attention required on a grading system for example critical high
level of attention or warning would be medium level of attention. These critical events occurred
outside the Post Office opening times and a standard action of a reboot of the system, which
would also highlight any further issues, was undertaken and repaired the problem and
confirmed stability of the system. The term bad block refers to an area of the hard drive, which
the operating system has identified as no longer useable for data storage. I should add that this
area is not my particular area of expertise. I have a general knowledge of these procedures and
have made the comments above to aid the court.
At various times on the 22™ March 2006 hardcopy printouts of the 13 calls detailing the
information recorded on the helpdesk database for the required date period were produced. I
now produce the hardcopy printouts as Exhibit APD/01.
Any records to which ! refer in my statement form part of the records relating to the business of
Fujitsu Services. These were compiled during the ordinary course of business from information
supplied by persons who have or may reasonably be supposed to have personal knowledge of
the matter dealt with in the information supplied, but are unlikely to have any recollection of the
information or cannot be traced. As part of my normal duties, I have access to these records.
Signature Signature witnessed by
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