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Action Log Matrix Horizon
Updated following call on: 25 September 2013
Issue Raised Action Action Resolution/ Output Escalated to I Open/
By Owner prosecution Closed
team
Prestbury — Current agent settle I Gayle Transactional data Gail SB investigation has Open
debt for £700 for Santander Peacock requested. Maureen Peacock concluded that there
transaction, now blaming Moores to forward further is no technical issue
Horizon 24/07/13 info to GP. GP to report with Horizon.
back on any transactional
issues.
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. Nota
System against what the Horizon issue.
customer says he banked.
Customer has provided a
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receipt to support his claim
however there are concerns
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 Posnett attended branch
re security (TORCH) visit. The
OIC demonstrated that a
customer's letter was on the
scales, weighed 25g and should
be £1.70 for 1st class recorded
delivery service. There was no
icon or screen option for this
service, the minimum service
was £3.70 for a 2nd class
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.
Dave
Posnett
Security
31/07/13
Steve
Beddoe
FJ have not been
able to re-create the
issue (over 100
attempts). No
evidence found that
this issue affected
any other branch. In
conclusion, no
problem with Horizon
can be found.
No
Closed
Bureau buy back problems -
appears non Horizon related in
so far as the ‘buy’ icon was
Gayle
Peacock
Issue determined to
only be a need for a
service improvement
No
Closed
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pressed instead of the ‘sell’ Network rather than a problem
icon. with Horizon.
31/07/13
ATM gluing case - case Dave Wincor are working on Rob King I Determined that this Yes Open
concerning ATM shortages at Posnett providing data. Bank of issue could impact on
London offices where a Ireland to press Wincor if branch accounting,
particular engineer had visited. 31/07/13 no satisfactory response though there is no
It appears that the engineer has. is received. problem with Horizon.
being gluing up ATMs in order
to force a service visit where he
then steals cash from the
machine.
Process of communicating John Scott Not a Horizon issue — I No Closed
cases where POL has just deals with internal
withdrawn from prosecution to 14/08/13 comms
be reviewed
Rhigos branch — SPMR raising I Gail SPMR to proceed through I Anne Open
complaints about Horizon Peacock usual complaint / contract I Allaker
processes to see if there
14/08/13 _I is a potential Horizon
issue that needs
investigating further. GP
to update on progress.
E-top up: If a customer asks for I Andy Steve Determined that there I No Closed
£10 top-up and the transaction I Winn Beddoe is no error in Horizon
is initially declined, the SPM system, however
would process again. When 14/08/13 updated guidance for
SPM goes to settle the 2nd branches has now
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completed top-up and been produced.
connection is lost, Horizon
recovers the first failed top up.
Post recovery Horizon should
account for two top-ups but only
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 4
Horizon Weekly
Report Action Log Ma
11. I Post & Go - Machine in Durham I Rodric SB to investigate further Steve Open
P is giving out change and Williams and report back Beddoe
payment; also machine is not
recording transactions correctly. I 4/9/13
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 GP to review transaction Gail Determined that there Open
the branch alarm system (that I Peacock I logs. Peacock I is no issue with
sends a signal through the . Horizon from a
branch telephone line) was 4/9/13 SB to obtain FJ response I Steve technical perspective.
impacting on Horizon comms. on technical issues. Beddoe
14. I Missing Cheques —- Some Gayle RI to investigate further Rod Ismay Open
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cheques at FSC cannot be tied I Peacock I and report back.
to a branch as no details on the
back. 4/9/13
15. I Pontycymer branch is raising Anne Anne / Steve to Anne Open
issue with Horizon investigate further and Allaker /
11/09/13 report back Steve
Beddoe