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Action Log Matrix Horizon
Updated following call on: 21 August 2013
Issue Raised By I Action Action Resolution/Output Escalated to
Owner prosecution
team
1. Prestbury — Current agent Gayle Passed on to Fujitsu for Steve
settle debt for £700 for Peacock enquiries to be made Beddoe:
Santander transaction, now IT&C
blaming Horizon 24/07/13
2. Howden — concerned over Gayle Issue raised with IT &C by I Gayle No specific issue No
alleged bugs in Horizon System I Peacock Gayle Peacock Peacock encountered with Horizon.
but does not know specifically
what the issue is, asked for Network
extra training which is being 24/07/13
arranged.
3. Possible Printing Error Rod Ismay I Finance to establish with Rod Ismay Determined that this issue No
customer obtaining any related to a receipt being
Raised an issue relating to a FSC support deemed manually amended with ink.
Business Banking customer — necessary regarding Not a Horizon issue.
this is a dispute between the I 24/07/13 ae ‘i
examination of the original
amount processed on the receipt
Horizon System against what
the 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
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. I
took photos of the screen and
calendar entries. Matter
discussed with Simon Baker,
but branch did not form part of
2nd Sight case referrals.
Lepton situation concerning
existing v system reversals
discussed.
Dave
Posnett
Security
31/07/13
Matter referred to Fujitsu
Steve
Beddoe
IT&C
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Highlighted Bureau buy back Gayle Matter referred to Fujitsu. I Steve Issue determined to only be I No
problems. Discussion with Peacock Steve Beddoe to sent Beddoe a need for a service
Rodric Williams offline, though email confirmation for improvement rather than a
appears non Horizon related in I Network audit trail that this is just a. I T&C problem with Horizon.
so far as the ‘buy’ icon was 31/07/13 service improvement not a
pressed instead of the ‘sell’ problem.
icon.
Brief discussion held about Dave Enquiries on going. A list I Cartwright Determined that this issue Yes
ATM gluing case as matter Posnett of all branches where King could impact on branch
mentioned by Rod Ismay. engineer visited has been accounting, though there is
Dave briefly informed all on call 31/07/13 produced, although no problem with Horizon.
that there was a case Wincor data currently not
concerning ATM shortages at available beyond 12
London offices where a months.
particular engineer had visited.
Finance to ensure
branches are not billed for
debts relating to ATM
cases of concern
CK to liaise with Wincor to
get records going back
further than 12 months.
Process of communicating John Scott I Process to be reviewed Jarnail Singh
cases where POL has
withdrawn from prosecution to I 14/08/13
be reviewed
Rhigos branch — SPMR raising I Gail Gail to investigate further I Gail Peacock
complaints about Horizon Peacock and report back
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14/08/13
9. E-top up issues — [MORE Andy Winn I Andy to forward Fujitsu Andy Winn
DETAIL NEEDED ON THIS email to Steve Beddoe
ISSUE] 14/08/13 I and Rodric Williams. Steve
Andy to investigate further I Beddoe
with Steve
10.
11.
12.