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Action Log Matrix Horizon
Updated following call on: 23 October 2013
Issue Raised Action Action Resolution/ Output I Escalatedto I Open/
By Owner prosecution Closed
team
Prestbury — Current agent settle I Gayle Gayle to provide update Gayle SB investigation has Open
debt for £700 for Santander Peacock after review of Peacock concluded that
transaction, now blaming transactions there is no technical
Horizon 24/07/13 issue with Horizon.
Howden — concerned over Gayle No specific issue No Closed
alleged bugs in Horizon System I Peacock encountered with
but does not know specifically Horizon.
what the issue is, asked for Network
extra training which is being 24/07/13
arranged.
Possible Printing Error - Raised I Rod Ismay Determined that this I No Closed
an issue relating to a Business issue related to a
Banking customer — this is a FSC receipt being
dispute between the amount 24/07/13 manually amended
processed on the Horizon with ink. Not a
System against what the Horizon issue.
customer says he banked.
Customer has provided a
receipt to support his claim
however there are concerns
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over the validity of this receipt.
The customer will not provide
the original copy. Entered on
Horizon £180 — Says he banked
£480
Display issues for stamps - Dave FJ have not been No Closed
Dave Posnett attended branch I Posnett able to re-create the
re security (TORCH) visit. The I issue (over 100
OIC demonstrated that a Security attempts). No
customer's letter was on the 31/07/13 evidence found that
scales, weighed 25g and should this issue affected
be £1.70 for 1st class recorded any other branch. In
delivery service. There was no conclusion, no
icon or screen option for this problem with
service, the minimum service Horizon can be
was £3.70 for a 2nd class found.
recorded small parcel. OIC had
contacted Helplines and was
informed to reboot on each
occasion. DP took photos of
the screen and calendar entries.
Matter discussed with Simon
Baker, but branch did not form
part of 2nd Sight case referrals.
Bureau buy back problems - Gayle Issue determined to I No Closed
appears non Horizon related in I Peacock only be a need for a
so far as the ‘buy’ icon was service
pressed instead of the ‘sell’ Network improvement rather
icon. 31/07/13 than a problem with
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Horizon.
ATM gluing case - case Dave GP / DP to investigate to I Gayle Determined that this I Yes Open
concerning ATM shortages at Posnett other branches that may Peacock issue could impact
London offices where a have been affected. on branch
particular engineer had visited. I 31/07/13 Dave accounting, though
It appears that the engineer has GP and RW to send note I Posnett there is no problem
being gluing up ATMs in order to affected branches. Rodric with Horizon.
to force a service visit where he RW to investigate Williams
then Steals cash from the recovery of monies from
machine. Wincor.
Process of communicating John Scott Not a Horizon issue I No Closed
cases where POL has — just deals with
withdrawn from prosecution to I 14/08/13 internal comms
be reviewed
Rhigos branch — SPMR raising I Gayle See Nelson — see Anne Open
complaints about Horizon Peacock approach to be adopted. Allaker
14/08/13
E-top up: If a customer asks for I Andy Steve Determined that No Closed
£10 top-up and the transaction I Winn Beddoe there is no error in
is initially declined, the SPM Horizon system,
would process again. When 14/08/13 however updated
SPM goes to settle the 2nd guidance for
completed top-up and branches has now
connection is lost, Horizon been produced.
recovers the first failed top up.
Post recovery Horizon should
account for two top-ups but only
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accounts for one.
10. I ATM Issue — New routers in Rodric No problem with No Closed
ATM in Jan — issues with Williams Horizon
withdrawals not being captured.
28/08/13 f PI
Horizon Weekly
Report Action Log Ma
11. I Post & Go — Machine in Durham I Rodric SB /JB to investigate Steve Open
P is giving out change and Williams further and report back Beddoe
payment; also machine is not
recording transactions correctly. I 4/9/13 Jeff Burke
12. I Belfast Refresh - FJ migrating Rodric RW to maintain a Rodric Open
data to new servers. No issue Williams watching brief and report I Williams
yet but general risk is noted. any issues of concern
4/9/13
13. I Nelson — Branch complaint that I Gayle Various changes being Gayle Determined that Open
the branch alarm system (that Peacock made in branch (ie. single I Peacock there is no issue
sends a signal through the balancing) to try to identify with Horizon from a
branch telephone line) was 4/9/13 discrepancy. technical
impacting on Horizon comms. . . perspective.
Review of transaction logs
may have identified staff
fraud — further help to be
given to SPM.
14. I Missing Cheques — Some Gayle Resolved through No Closed
cheques at FSC cannot be tied I Peacock normal business
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to a branch as no details on the I 4/9/13 process
back.
15. I Pontycymer branch is raising Anne Appears to be human Anne Open
issue with Horizon error. Joint visit to be Allaker
11/09/13 arranged with SB team.
16. I Martin Griffiths Dave No further info available Dave Open
Posnett on suspected Horizon Posnett/
issues. To be kept under I Gayle
25/09/13 I review. Peacock
17. I Stock reconciliation process — Gayle Branch failed to No Closed
gap in process can lead to Peacock follow process. No
branch discrepancies Horizon issue.
25/09/13
18. I Rodmill - suspect balancing Gayle Issue determined to I No Closed
problems. Complaint sent direct I Peacock be a mis-
to Paula. Complaint cited many interpretation by the
issues with Horizon. 1610/13 SPM of the sales
report