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Action Log Matrix Horizon
Updated following call on: 28 August 2013
Issue Raised Action Action Resolution/Output Escalated to I Open/
By Owner prosecution Closed
team
1. Prestbury — Current agent settle I Gayle Passed on to Fujitsu for Steve Open
debt for £700 for Santander Peacock enquiries to be made. GP_ I Beddoe
transaction, now blaming to speak to Steve.
Horizon 24/07/13
2. Howden — concerned over Gayle Issue raised with IT &C by I Gayle No specific issue No Closed
alleged bugs in Horizon System I Peacock Gayle Peacock 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.
3. Possible Printing Error Rod Ismay I Finance to establish with Rod Ismay I Determined that this No Closed
. . I customer obtaining any issue related to a
Raised an issue relating to a FSC support deemed receipt being
Business Banking customer — 24/07/13 I Necessary regarding manually amended
this is a dispute between the examination of the original with ink. Not a
amount processed on the receipt Horizon issue.
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.
Gayle to chase Steve for
an update.
Gayle
Peacock
/Steve
Beddoe
Open
Highlighted Bureau buy back
Gayle
Matter referred to Fujitsu.
Steve
Issue determined to
No
Closed
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problems. Discussion with Peacock I Steve Beddoe to send Beddoe only be a need for a
Rodric Williams offline, though email confirmation for service improvement
appears non Horizon related in I Network I audit trail that this is just a rather than a problem
so far as the ‘buy’ icon was 31/07/13 I Service improvement not a with Horizon.
pressed instead of the ‘sell’ problem.
icon.
ATM gluing case - case Dave Enquiries on going. A list I Martin Determined that this I Yes Open
concerning ATM shortages at Posnett of all branches where Smith / issue could impact on
London offices where a engineer visited has been I Rob King I branch accounting,
particular engineer had visited. 31/07/13 produced, MS and RK to though there is no
investigate records that problem with Horizon.
are older than 12 months.
Process of communicating John Scott I Process to be finalized Jarnail Not a Horizon issue — I No Closed
cases where POL has Singh just deals with internal
withdrawn from prosecution to 14/08/13 comms
be reviewed
Rhigos branch — SPMR raising I Gail Gail to investigate further I Gail Open
complaints about Horizon Peacock and report back Peacock
14/08/13
E-top up: If a customer asks for I Andy GP, AW and RW to Andy Open
£10 top-up and the transaction I Winn discuss offline issues Winn
is initially declined, the SPM relating to recovery
would process again. When 14/08/13 I document. GP to liaise Steve
SPM goes to settle the 2nd with Steve Beddoe for Beddoe
completed top-up and update on FJ view on this I Gai
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connection is lost, Horizon
recovers the first failed top up.
Post recovery Horizon should
account for two top-ups but only
accounts for one.
issue.
Peacock
10.
ATM Issue — New routers in
ATM in Jan — issues with
withdrawals not being captured.
Currently in touch with 50
branches to see if any branch
issues. Product team are to
investigate further.
Rodric
Williams
28/08/13
RW to investigate further
Rodric
Williams
Open