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I
: Nicola McSherry
From: mandy.talboti
Sent: 05 December 2
To: . Stephen Dilley
Ce: graham.ward:,
clare.wardlet_
Subject: Horizon Info -
Attachments: Callendar Square - Horizon.zip
a
Calendar Square -
Horizon.zip...
Attached are details of the reported problem at Callendar Square where Brown was the
postmaster. Fujitsu looked into the matter and eventually replaced the system at the branch. I think we need to
get this detail to Fujitsu asap for their comments as to why this problem could not have affected Castleton's
system and why we can distinguish the problem.
Please get in touch asap if the attachment is too big to get through and I will arrange to have it faxed across.
jRegards
Mandy Talbot
Dispute Resolution
Company Secretary's Office
Royal Mail Legal Services
148 Old Street
London EC1V 9HQ
FICE on 05/12/2006 21:19 -----
Lesley Joyce
To: I Mandy Talbot/e/POSTOFFICE:_
05/12/2006 15:04 cc: Paul Dann/e/POSTOFFIC!
Subject: Horizon Info - Callendar Square
Mandy
I have spgkdn to Sandra Mackay, who was the previous SAM for Grangemouth.
This was nothe office that had Horizon problems but the Postmasters other branch Calendar Square. Sandra told
me and unfoktunately this is backed up in the logs below, that a problem with the Horizon system was admitted
and the Pastmaster had his system replaced. There is also reference to other branches having issues.
Regards tT
Lesley
Contracts Advisor
NetwarkAcoa.dlorth
Tel: GRO __ ‘mobil
~ Forwardéd by Lesley Joyce/e/POSTOFFICE on 05/12/2006 14:59
Contract Support pentntitcnnsnincnny ,
Team To: Lesley Joyce/e/POSTOFFICE(_ GRO}
Sent by: Sean cc:
Howard Subject: Horizon Info - Callendar Square
05/12/2006 14:54
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Lesley, >
AS discussed,
(See attached file: Callendar Square - Horizon.zip)
Regards
Sean
Contract Support - Leeds
RESIS III OI IDI IO ISIE IIE IORI ORICA GRIT A AIO III
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Branch Intervention Log
Telephone Contact
Branch Name I CALLENDAR I Postcode FK
SQUARE
Date of Call 15.02.06 FAD CODE 160 868
Person Sandra Role/Job in AIM
Making the MacKay P.O.L.
call
Issue Raised I 020206 — From C&SM -HORIZON
Can you make contact when you get back from leave, I sent Shaun
an email after our visit highlighting our concerns and requesting a
possible swap of the alleged dodgy kit. To date I have had no reply.
CALLER - ALAN BROWN+ GRO!
CAN SANDRA MACAY RING THE POTTIS' REGARDING AN ON GOING PROBLEM
WITH THE SYSTEM SANDRA KNOWS ABOUT IT.
15.02.06 — Spoke to Alan Brown, he wanted to let me know that he has had another
problem with his system. I asked if he had reported this to the Helpdesk and he said
that he had.
Response by
SPM
Alan will continue to log a call each time he has a
problem. I told him that this would help to build a
case for having the alleged faulty kit exchanged.
Resolution
agreed on the
call
Awaiting response from Shaun Turner — when he
does come back to me I will contact Alan to
update him.
Any other
issues raised
or dealt with
Follow up
actions
required
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Brian Trotter
06/03/2006 07:40 To:Sandra Mag! POSTOFFICE¢
Area Intervention Office 1¢ i
co:
Subject:UPDATE - Callendar Square - FAD 160868
Sandra
Can you please keep the branch advised.
Jennifer
Please save this to the EFC for future reference.
Thanks
Brian
Contract & Service Manager
Area Intervention Office, 10 Brunswick Road
Edinburgh XX
Telephone —
Mobile! = GRO IMOBEX £° xternal E-Mail
---- Forwarded by Brian Trotter/e/POSTOFFICE on 06/03/2006 07:39 -
Shaun Turner
To:Sandra MacKay/e/POSTOFFICE
Brian Trotter/e/POSTOFFICE
ce:
Subject:UPDATE - Callendar Square - FAD 160868
02/03/2006 16:40
Sandra/Brian,
Pretty much the same status with Callendar Square. They need to let Horizon Systems Desk know if they have further
problems, and the fix should be down to them with the S90 release as stated in my previous e-mail. As you can see fror
the e-mail below though, there is now recognition that is a wider issue than just a software "quirk" at just one branch,
which means it is now being activiely managed as a cross domain problem with Fujitsu.
Regards
Shaun
Service Support Manager
Service Team
Post Office Ltd
Operations
2nd Floor, The Markets DMB, 6/16 New York Street, LEEDS. LS2 7DZ
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Gary Blackburn a ~
01/03/2006 14:26 Te'Shaun Tumer/e/POSTOFFICE, GRO
Subject:
FW: Callendar Square - FAD 160868
Shaun
It appears that Callendar square is not alone with it's mismatch problem. It also appears that Fujitsu are expecting S90
release to resolve this quirk.
We have opened a cross domain problem record, Lynne Fallowfield is the contact.
Only advice for the branch is to continue logging instances of the problem with HSD.
regards
Gary
Resolution Manager
Post Office Ltd
Operations
1st Floor, Post Office Ltd, Cortonwood Business Park, Cortonwood Drive, BARNSLEY, S73 0TB
External Email: GR
----- Forwarded by Gary Blackburn/e/POSTOFFICE on 01/03/2006 14:18 -----
Lynne Fallowfield -
To:Gary Blackburn/e/POSTOFFICE!__
ce:
Subject:FW: Calendar Square - FAD 160868
24/02/2006 11:11
Gary
I think you may have got involved with the branches that I have asked Liz/Mike to look at - FADs for these branches are
442614, 152508, 059025, 132941
Not sure if you have been copied into the info below.
Lynne
Problem Manager
Post Office Ltd
Operations
Dearne House, Post Office Counters Ltd, Cortonwood Business Park, Cortonwood Drive, BARNSLEY, S73 0TB
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To:"lynne.fallowfiel¢_
ce:
Subject:FW: Callendar Square - FAD 160868
23/02/2006 13:02
Lynne, I was waiting for an update on this branch Callendar Sq see the email
chain below. The problem is possible the same as the others that still have
mis matches and whther thay have been moving Stock units ?.
I think i am inclined as per this issue to wait and see if all these
branches are OK after the S90 counter roll out starts 4th after the pilot
this week.
I will maybe just get Anne to check these out to see if there is any
commonality with this Callendar sq.
Rgs Mike
Original Message-
From: Chambers Anne 0
Sent: 23 February 2006 12:09
To: Stewart Mike
Subject: RE: Callendar Square - FAD 160868
Mike,
I believe John has already responded to this, so don't know if you need any
more from me...
Haven't looked at the recent evidence, but I know in the past this site had
hit this Riposte lock problem 2 or 3 times within a few weeks. This problem
has been around for years and affects a number of sites most weeks, and
finally Escher say they have done something about it. I am interested in
whether they really have fixed it which it why I left the call open - to
remind me to check over the whole estate once $90 is live - call me cynical
but I do not just accept a 3rd party's word that they have fixed something!
What I never got to the bottom of, having usually had more pressing things
to do, was why this outlet was particularly prone to the problem. Possibly
because they follow some particular procedure/sequence which makes it more
likely to happen? This could still be worth investigating, especially if
they have continuing problems, but I don't think it is worthwhile until we
know the $90 position.
Please note that KELs tell SMC that they must contact sites and warn them of
balancing problems if they notice the event storms caused by the held lock,
and advise them to reboot the affected counter before continuing with the
balance. Unfortunately in practice it seems to take SMC several hours to
notice these storms by which time the damage may have been done
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wooo Original Message-----
Stewart Mike
: 22 February 2006 14:31
To: Simpkins John
Cc: Chambers Anne O
Subject: FW: Callendar Square - FAD 160868
Importance: High
John, Did you get time to look at this ? do we think all will be well after
$90 counter rollout ?.
Rgs Mike
John, As Anne is away could I have your comments as you were involved as
well.
Rgs Mike
Anne, You are always a good place to start, having read the call I see you
have left the following note:Call E-0510120769
Wed 01 February 2006 15:55 by PINICL / Saved: Wed 01 February 2006 15:55
Update by Anne Chambers:Category 40 -- Pending -- Incident Under
Investigation:The timeout events are apparently fixed in a new Riposte
version released at $90 - see PC0126376. I've looked at problems reported on
31st Jan - can't see why the system reported disconnected nodes, nor why the
same user could log on twice (except that this followed a session transfer
which silently failed, for no obvious reason). I don't think there were any
ill-effects. I think the best thing now is to see what happens after S90.
I'll continue to keep this call open to remind me that this site should be
checked then.
I notice that in the early guise of this problem in the call it states the
PM as Female:
Wed 12 October 2005 17:39 by UK956078 / HSH1 Saved: Wed 12 October 2005
17:39 Pm was trying to transfer £2490 from node 7 onto node 2. She states
that she has accepted the transfer on node 2 but the system is not showing
this. On node 7 it is showing pending transfer but it is not showing on node
2. It appears on her transfer sheet as cmpleated.
At the bottom of this email re a magical £43k appearing and disapearing the
PM is Male He reports:
You may recall that in September the above office had major problems with
their Horizon system relating to transfers between stock units.
The Spmr has reported that he is again experiencing problems with transfers,
(05.01.06) which resulted in a loss of around £43k which has subsequently
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rectified itself. I know that the Spmr has reported this to Horizon
Support , who have come back to him stating that they cannot find any
problem.
Clearly the Spmr is concerned as we have just spent a number of months
trying to sort out the first instance and he doesn't want a repeat
performance. He is convinced that there is something wrong with his Horizon
kit. TI would be grateful if you could investigate this and give him any
support that you can. I'm due to visit the office tomorrow to have a look
at his paperwork and discuss the situation with him.
So apologies for the long windedness but I have been given this by Liz as a
problem so:
1. Is there a problem at this branch ? is it Horizon kit or is there an
issue with staff there ?
2. If there is an issue is this $90 release the cure ? how confident are
you/we it will fix the problem ?
3. S90 counter release due week 4th March. Getting Sarah to check if this
site is in the pilot 24th or just part of the general release 4th March.
Appreciate your comments please
Regards Mike
weno Original Message-----
From: Evans-Jones Liz
Sent: 20 February 2006 10:57
To: Stewart Mike
Subject: RE: Callendar Square - FAD 160868
Mike
As per previous mail
Liz
Post Office Account: Service Delivery Team Manager
FUJITSU SERVICES
Mobile Number
Office Number
-----Original Message-
Subject: RE: Callenday Square" FAD 160868
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Liz
Please see Shaun's questions below. I'm not aware of other branches having
this problem?
If this is an isolated incident how confident are we that the fix will work
and can they be moved up the pecking order for release?
regards
Gary
Resolution Manager
Post Office Ltd
Operations
ist Floor, Post Office Ltd, Cortonwood Business Park, Cortonwood Drive,
BARNSLEY, S73 OTB
Postline:! GRO I, STD Phone
/Ky WeieeMail: N/A, Mobex Mobile
i GRO}
External Email
“} Mobex -
Shaun Turner
To: Gary
Blackburn/e/POSTOFFICE,
17/02/2006 10:53 ce: Sandra
Brian Trotter/e/POSTOFFICE,
Subject: RE: Callendar Square
MacKay/e/POSTOFFICK_
- FAD 160868(Document link: Gary Blackburn)
Gary,
Thanks for looking into this for us. Couple of questions occur: -
Do we understand why this particular branch has been having problems? or
are there other branches in the network that have been having this
problem?
Can this branch be front ended on the counter release of $90 such that
it gets the fix as soon as possible?
The e-mail from Liz suggests that there may be a reoccurence following
S90. What degree of certainty do we have that it will definitely be
fixed?
Sandra/Brian - Appreciate this is frustrating for the branch but from the
e-mail below you can see that the branches issue should be fixed with the
release of the $90 software. I have asked Gary above to see if we can put
this branch to the front of the queue for the $90 release. In the meantime
it is important that the branch continues to report any issues into HSD.
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Regards
shaun
Service Support Manager
Service Team
Post Office Ltd
Operations
2nd Floor, The Markets DMB, 6/16 New York Street, LEEDS. LS2 7DZ
3, Mobile:
External Email:
Gary Blackburn
To: Shaun
Turner/e/POSTOFFICE}
17/02/2006 10:17 ce:
Subject: RE: Callendar Square
- FAD 160868
shaun
$90 fix for this problem, in the interim TC correction will have to
continue. Let me know if you need any further assistance.
regards
Gary
Resolution Manager
Post Office Ltd
Operations
lst Floor, Post Office Ltd, Cortonwood Business Park, Cortonwood Drive,
BARNSLEY, S73 0TB
Postline: STD Phone: {.
Fax: N/A, VoiceMail: N/A, Mobex I Mobile:
External Email:
Forwarded by Gary Blackburn/e/POSTOFFICE on 17/02/2006 10:16 -----
Evans-Jones Liz
To:
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ce:
Subject: RE: Callendar
Square - FAD 160868
16/02/2006 08:54
Hi Gary,
I have checked the call and this issue is scheduled to be resolved in $90.
$90 has already been deployed to the Datacentre and counter release is
scheduled to start 04/03/06, due for completion 14/04/06
ard line support has been discussing with the PM, and the last contact with
the branch (according to Powerhelp) was on 1st Feb. The call has been left
open for 3rd line to check to see if the issue reoccurs following s90
Please let me know if I can provide any other assistance with this matter
Thanks
Liz
Post Office Account: Service Delivery Team Manager
FUJITSU SERVICES
Mobile Number:
To: Liz.Evans-Jone:
Subject: Callendar Square - FAD 160868
Liz
I have had the incident detailed below forwarded to myself by our Service
Line. The incident ref no is E- 0510120769, could you please update me on
the corrective action plan as this still appears to be occurring within the
branch.
regards
Gary
Resolution Manager
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Post Office Ltd
Operations
1st Floor, Post Office Ltd, Cortonwood Business Park, Cortonwood Drive,
BARNSLEY, S73 0TB
“I STD Phone:
Mail: N/A, Mobex: Mobex -
To: Gary
Blackburn/e/POSTOFFIC! i
16/01/2006 14:14 cc:
Subject: Callendar Square -
FAD 160868
cary,
Need your advise on this branch. There appears to be an ongoing problem at
this branch with transfers between SU's causing a receipts and payments
mismatch. This first came to my attention some 3 or 4 months ago, when the
branch was chasing up an error notice to account for a loss that they had
that was related to the R & P mismatch. I believe in that case that FS had
taken it on board and were investigating it as a problem (I seem to recall
it had a PinICL number). I had to do some chasing around with P & BA to
ensure that the error notice got issued, as there was a breakdown in
processes between them and FS relating to the BIM report.
Since then it appears to have happened again, although Fujitsu are saying
no issue could be detected. I am concerned that there is a fundamental flaw
with the branches configuration, and would be interested to know how FS put
the first issue to bed.
Let me know your thoughts.
shaun
Service Support Manager
Service Team
Post Office Ltd
Operations
2nd Floor, The Markets DMB, 6/16 New York Street, LEEDS. LS2 7DZ
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Fax: Mobile:
Brian Trotter
To: Shaun
Turner /e/POSTOFFICH
16/01/2006 08:19 ce:
Subject: Callendar Square -
FAD 160868
Shaun
Further to Sandra's email, I visited the branch with Sandra last week and
the Spmr provided clear documented evidence that something very wrong is
occurring with some of the processors when carrying out transfers between
stock units. To be absolutely sure from our side can we either carry out a
thorough check of the alleged faulty processors or swap them out
Thanks
Brian
Contract & Service Manager
Area Intervention Office, 10 Brunswick Road
Edinburgh EH7_ SXX
Telephone
To: Shaun
Turner/e/POSTOFFICH,
ce: Brian
Trotter/e/POSTOFFICE,
Subject: Callendar Square -
FAD 160868
Shaun
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You may recall that in September the above office had major problems with
their Horizon system relating to transfers between stock units.
The Spmr has reported that he is again experiencing problems with
transfers, (05.01.06) which resulted in a loss of around £43k which has
subsequently rectified itself. I know that the Spmr has reported this to
Horizon Support , who have come back to him stating that they cannot find
any problem.
Clearly the Spmr is concerned as we have just spent a number of months
trying to sort out the first instance and he doesn't want a repeat
performance. He is convinced that there is something wrong with his
Horizon kit. I would be grateful if you could investigate this and give
him any support that you can. I'm due to visit the office tomorrow to have
a look at his paperwork and discuss the situation with him.
Regards
Sandra
Sandra MacKay
Area Intervention Manager
Sales & Service
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Branch Intervention Log
Telephone Contact
Branch Name I Callendar Postcode FK
Square
Date of Call 05.01.06 & FAD CODE 160868
06.01.06
Person SANDRA Role/Job in AIM
Making the MACKAY P.O.L.
call
Issue Raised
PM WANTS TO SPEAK TO SANDRA MCKAY URGENTLY REGARDING SERIOUS
PROBLEMS WITH HORIZON IT IS REPEAT PERFORMANCE AS TO WHAT WAS
HAPPENING BEFORE AND HSH FAILING TO PICK IT UP
Response by
SPM
Telephoned the office and Allan said that he was
having problems again with transfers. He has
contacted the Horizon helpdesk who have
subsequently come back to him to say that there
is no system problem and that he should contact
NBSC. He did this and from what I can
understand the NBSC have told him that he is
trying to balance on two different terminals. Allan
disputes this and is adamant that there is a
system error.
Resolution
agreed on the
call
A diary date had already been set to visit the
office on 12.01.06 to go over Allan’s audit report.
It was agreed that I would visit along with Brian
on that date and go over any paperwork that
Allan had at that time. Checked when the next
BTS is due to be produced and it is next week
11.01.06.
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Any other
issues raised
or dealt with
EVERSPLIT0002843
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Follow up
actions
required
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C&SM National Standard forms & AIM toolkit October 05 v1.4
Area Intervention Manager Visit Log
Admin duty to complete (except date and length of visit which is
completed by AIM)
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Date and 12.01.06 -HV Audit Report & Horizon problems
issue
Branch Callendar Postcode I FK Fad
Square Code
Details of visit Type of visit I VISIT
(ie phone or
visit)
Date of visit Name AIM I SANDRA MACKAY
12.01.06
Length of visit I1 hr 15 ISegment I Diamond Actively Yes
mins Account
Managed
2? YIN
Hardship Y/N ATM? (note
type, eg self
fill)
Mandatory requirement on all visits (to be completed by AIM)
Bal/ Suspense.
Check last 2
Branch Trading
Statements
(record amounts)
TIP 9
11.01.06
Balance
clear
Sus A/C
£3894.88
TIP 8
14.12.05
£2.67
Short
ONCH/FONCH
Check
declarations (end
of day)
Check sales
against holdings
ONCH & FONCH discussed — cash declarations being
completed and FONCH monitored
Optional dependant on visit any breaches should be annotated as to
what action has been given
Sales (POM)
Branch
Standards
Good
Security
Good
Current
issues
Opening
times
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C&SM National Standard forms & AIM toolkit October 05 v1.4
ATM at
branch poster
displayed
High risk None that I am aware of
audit issues
ACTION (Detail any additional actions I WHO DEADLI I DONE
to be followed up by Spmr NE
IC&SM/APM/Admin or other) DATE
Brian to e mail Shaun Turner to request C&SM_ I ASAP
that Horizon kit is checked/replaced to try
to eliminate problems currently being
experienced in the office.
EXPAND ON ANY LETTER REQUESTED/CLARIFY ANY POINT
As instructed by APM, I visited the branch to go over the Audit Report of 8
Dec 2005. Brian Trotter, C&SM was with me during the visit.
Discussed the report fully with the Spmr and the recommendations that had
been made by the audit team. The Spmr is aware of his responsibilities
and agreed to complete the training records as outlined in Appendix A
relating to AML & FS. All issues in Appendix B were discussed and I am
satisfied that the Spmr has taken the necessary steps to rectify.
We discussed the problems that had been encountered in September with
the Horizon system and the more recent recurrence. Alan (Spmr) showed
Brian and myself the balance snapshots from 5.01.06, showing the
problems with the communication between nodes. I have already
contacted Shaun Turner asking for help to rectify the system problems, and
Brian has agreed that he will also e mail him reiterating the need for the
system to be checked or the kit replaced.
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C&SM National Standard forms & AIM toolkit June 05 v1.2
Area Intervention Manager Visit Log
Admin duty to complete (except date and length of visit which is
completed by AIM)
Date and 19 Sept 2005 Horizon problems
issue
Branch Callander Postco I FK Fad 160868
Square de Code
Details of visit
Date of visit Name AIM I Sandra MacKay
20/21/28.
09.05
Length of visit I 3 hrs Segment Diamon I Actively
% hr d Account
Managed ?
Y/N
Hardship Y/N ATM? (note
type, eg self
fill)
Mandatory requirement on all visits (to be completed by AIM)
Bal/ Suspense. Wk 25 Wk 24 Wk 23 Wk 22
Check last 4 £2.94 over I£2.68 over I £36.04 short I £2.76 over
recon ran cunts) I £6414.46 I £29.40 short £17.38
short short
ONCH/FONCH ONCH & FONCH Discussed
Check
declarations (end
of day)
Check sales
against holdings
Optional dependant on visit any breaches should be annotated as to
what action has been given
Sales (POM)
Branch
Standards
Security
Current
issues
Opening
times
ATM at
branch poster
HV Balancing Horizon problems 190908 follow up 280905 Callander Square po
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C&SM National Standard forms & AIM toolkit June 05 v1.2
displayed
High risk
audit issues
ACTION (Detail any additional actions I WHO DEADLI I DONE
to be followed up by Spmr NE
/C&SM/APM/Admin or other) DATE
Sandra to discuss with C&SM for advice. I Sandra I 22.09.05 I 22.09.05
E mail C&SM with string of e mails Sandra I 28.09.05 I 28.09.05
EXPAND ON ANY LETTER REQUESTED/CLARIFY ANY POINT
This office had severe problems balancing on Wk 25, resulting in a
shortage of £6,414.46. After checking various reports I am satisfied that
the error is made up of:
£3,489.69 — Transfers
£2,870 — Giro Deposits
£54.52 — unidentified (however due to all the coming and going with re-
keying entries, then this could come back as an error.
The Spmr claims that there was a Horizon software problem on 14.09.05
from 15.30 onwards. This was picked up when a member of staff noticed
that a transaction, which had been taken by another member of staff, had
not been entered onto the system, so therefore she put the transaction
through. She checked at the time with her colleague who said that she
thought she had put it through already however she accepted that she
could have made a mistake. Following on from that, it was picked up that
other giro business deposits that had been entered had not come up on the
system, so they were re-keyed.
There was also a problem with transfers from one stock to another, in that
they had doubled up. The Spmr made several telephone calls to the
NBSC, telling them about his problems and he was advised to carry on with
balancing and produce his Cash Account. Whilst doing this a warning
came up, however the NBSC told the staff to continue to roll over. The
result was that the office balanced £6,414.46 short.
The Spmr spoke to the Horizon Support Centre (ref E0509150123) who
investigated and agreed that there had been a navigation problem that had
HV Balancing Horizon problems 190905 follow up 280905 Callander Square po
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C&SM National Standard forms & AIM toolkit June 05 v1.2
now been rectified. They told the Spmr that they would report to NBSC that
they had identified and rectified the problem and that the amount could be
held in the suspense account. However, as part of the shortage relates to
transfers, and no error notice will be issued, then the Suspense Account
Team are not prepared to authorise the entry.
I telephoned The Suspense Account Team (Ann Wilde), who told me that
checks could be made with Girobank after next Wednesday, and if that
shows that duplications have been made, then they will authorise the
amount to be moved to the suspense account, until the office receives an
error notice. However, Ann stands by what she said about the transfer
problems, and that they would not move this amount to The Suspense
Account.
I went back to the Horizon Support Centre and spoke to a supervisor (Ken).
He said that the call had now been closed as the problem had been
rectified. I asked what was to happen about the resulting shortage and he
referred me back to NBSC, who they said would do various checks. I then
contacted NBSC, spoke to Rob Hughes and told him the story — he said he
would put a call through to Service Support. No follow up was received
from Service Support regarding this call.
28.09.05 -E mailed C&SM requesting that he look at the string of e mails,
hoping that he will be able to take it forward, as I don’t seem to be getting
anywhere.
HV Balancing Horizon problems 190908 follow up 280905 Callander Square po
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POLO00081928
POL00081928
C&SM National Standard forms & AIM toolkit June 05 v1.2
Area Intervention Manager Visit Log
Admin duty to complete (except date and length of visit which is
completed by AIM)
Date and 7 October 2005 — HV soft wear problems
issue
Branch CALLENDA I Postco I FK1 Fad 160868
R SQUARE Ide Code
Details of visit
PM ALAN HAS ASKED TO SPEAK TO THE AlO SANDRA MACKIE PM SAYS IT IS A ON GOING
PROBLEM AND SHE WILL KNOW WHAT ITIS,!
Date of phone Name AIM SAN
call 7/10/0
5
Length of visit Segment Diamond Actively
Account
Managed
2 YIN
Hardship Y/N ATM? (note
type, eg self
fill)
Mandatory requirement on all visits (to be completed by AIM)
Bal/ Suspense.
Check last 4
weeks CA
(record amounts)
ONCH/FONCH
Check
declarations (end
of day)
Check sales
against holdings
Optional dependant on visit any breaches should be annotated as to
what action has been given
Sales (POM)
Branch
Standards
Security
Current
issues
Opening
times
ATM at
branch poster
displayed
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C&SM National Standard forms & AIM toolkit June 05 v1.2
High risk
audit issues
ACTION (Detail any additional actions I WHO DEADLI I DONE
to be followed up by Spmr NE
/C&SM/APM/Admin or other) DATE
EXPAND ON ANY LETTER REQUESTED/CLARIFY ANY POINT
Telephoned Alan as requested. He is concerned that he has still not heard
anything regarding the loss that he is rolling. I told him that I had now
involved the C&SM who in turn has contacted Andy. I agreed that I would
make some enquiries and let him know my findings. I discussed this with
Andy who has agreed to send another e mail relating to the shortfall due to
the Horizon failure to Shaun Turner, meanwhile the office should continue
to roll the loss. The Spmr has been in touch with Girobank, who confirm
that an error notice will be issued in due course for £2870.25. The £1,000
PBNE is also being investigated. I will contact the office on Monday 10
October to update them.
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Nicola McSherry
From: mandy.talbot J
Sent: 05 December 2006
To: morgan@_
Ce: Stephen Dilley
Subject: Horizon Info - Callendar Square URGENT
Attachments: Callendar Square - Horizon.zip; Callendar Square - Horizon.zip
i i
Callendar Square - Callendar Square -
Horizon.zip... Horizon.zip...
Please let me know if this e-mail is not received.
The matters in this e-mail will have to be taken up with Fujitsu asap as hopefully they can identify the fact that
this was a one off problem with the kit and distinguish it from Castleton.
Regards
(See attached file: Callendar Square - Horizon.zip) Mandy Talbot Dispute Resolution Company Secretary's Office
Royal Mail Legal Services
148 Old Street
London EC1V 9HQ
Postline:!
Mobile:
Mandy Talbot
To
Stephen.dilley:,
cc: Graham Ward/e/POSTOFFICE,
GRO Keith K
05/12/2006
Baines/e/POSTOFFICE! GRO}
Clare Wardle/e/POSTOFFICE:
Subject: Horizon Info - Callendar Square URGENT
Attached are details of the reported problem at Callendar Square where Brown was the postmaster. Fujitsu
looked into the matter and eventually replaced the system at the branch. I think we need to get this detail to
Fujitsu asap for their comments as to why this problem could not have affected Castleton's system and why we
can distinguish the problem.
Please get in touch asap if the attachment is too big to get through and I will arrange to have it faxed across.
Regards
Mandy Talbot
Dispute Resolution
Company Secretary's Office
Royal Mail Legal Services
148 Old Street
London EC1V 9HQ
Postline
External Emai GRO I
ae Forwarded by Mardy Talbot/é/POSTUFFICE on 05/12/2006 21:19 -----
Lesley Joyce
To: Mandy Talbot/e/POSTOFFICE_
1
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POL00081928
POL00081928
05/12/2006 15:04 ce: Paul Dann/e/POSTOFFICE.
Subject: Horizon Info - Callendar Square
Mandy
I have spoken to Sandra Mackay, who was the previous SAM for Grangemouth.
This was not the office that had Horizon problems but the Postmasters other branch Calendar Square. Sandra told
me and unfortunately this is backed up in the logs below, that a problem with the Horizon system was admitted
and the Postmaster had his system replaced. There is also reference to other branches having issues.
Regards
Lesley
Contracts Advisor
7
OFFICE on 05/12/2006 14:59 -----
Contract Support
Team To: Lesley Joyce/e/POSTOFFICE GRO
Sent by: Sean cc: fom ——
Howard Subject: Horizon Info - Callendar Square
05/12/2006 14:54
Lesley,
As discussed:
(See attached file: Callendar Square - Horizon.zip)
Regards
Sean
Contract Support - Leeds
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