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Action Log Matrix Horizon
Updated following call on: 18 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 Security SB investigation has Open
debt for £700 for Santander Peacock requested. GP to report . concluded that there
transaction, now blaming back on any transactional Gail is no technical issue
Horizon 24/07/13 I issues. Peacock 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 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
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 Steve FJ have not been No Closed
Dave Posnett attended branch I Posnett Beddoe 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 Horizon
service, the minimum service can be found.
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.
Bureau buy back problems - Gayle Issue determined to No Closed
appears non Horizon related in I Peacock only be a need for a
so far as the ‘buy’ icon was service improvement
pressed instead of the ‘sell’ Network rather than a problem
icon. 31/07/13 with Horizon.
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ATM gluing case - case Dave Wincor are working on Rob King I Determined that this I 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. I 31/07/13 I 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 I usual complaint / contract I Allaker
processes to see if there
14/08/13 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
completed top-up and been produced.
connection is lost, Horizon
recovers the first failed top up.
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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 — I 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 Data requested. GP to Rodric Determined that there Open
the branch alarm system (that Peacock then review transaction Williams is no issue with
sends a signal through the logs. Horizon from a
branch telephone line) was 4/9/13 technical perspective.
impacting on Horizon comms. Dave
Posnett
14. I Missing Cheques —- Some Gayle RI to investigate further Rod Ismay Open
cheques at FSC cannot be tied I Peacock and report back.
to a branch as no details on the
back. 4/9/13
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15.
Pontseema (7?) branch is raising
issue with Horizon
Anne
11/09/13
Anne to investigate further
and report back
Anne
Open