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Action Log Matrix Horizon
Updated following call on: 4 September 2013
Issue Raised Action Action Resolution/ Output Escalated to I Open/
By Owner prosecution Closed
team
Prestbury — Current agent settle I Gayle Passed on to Fujitsu for Steve Open
debt for £700 for Santander Peacock enquiries to be made. SB_ I Beddoe
transaction, now blaming to forward updated info to
Horizon 24/07/13 I GP for review.
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 FJ have not been able to I Steve Open
Dave Posnett attended branch I Posnett re-create the issue (over I Beddoe
re security (TORCH) visit. The I 100 attempts). Need to
OIC demonstrated that a Security I determine whether this
customer's letter was on the 31/07/13 issue impacts on one
scales, weighed 25g and should branch or wider.
be £1.70 for 1st class recorded
delivery service. There was no SB to speak to NBSC and
icon or screen option for this FJ to scope the problem.
service, the minimum service SB to ask if this situation
was £3.70 for a 2nd class occurs often and how
recorded small parcel. OIC had many calls are received
contacted Helplines and was reporting the fault.
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 Matter referred to Fujitsu. I Steve Issue determined to No Open
appears non Horizon related in I Peacock SB meeting with FJ to Beddoe only be a need for a
so far as the ‘buy’ icon was close this out on 5 Sept service improvement
pressed instead of the ‘sell’ Network I 2013, rather than a problem
icon. 31/07/13 with Horizon.
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ATM gluing case - case Dave Call logs to be examined I Rob King I Determined that this I Yes Open
concerning ATM shortages at Posnett to ascertain if there are issue could impact on
London offices where a any incidents recorded branch accounting,
particular engineer had visited. I 31/07/13 I pefore 2012 and to though there is no
It appears that the engineer has identify any branches problem with Horizon.
being gluing up ATMs in order visited by engineer.
to force a service visit where he Confirmation as whether
then steals cash from the Wood had been to
machine. Ludgate Circus to be
obtained. RK to take
forward and to provide CK
with investigations carried
out by Kendra Dickinson.
Process of communicating John Scott Not a Horizon issue — I No Closed
cases where POL has just deals with internal
withdrawn from prosecution to I 14/08/13 comms
be reviewed
Rhigos branch — SPMR raising I Gail SPMR to proceed through I Gail Open
complaints about Horizon Peacock usual complaint / contract I Peacock
processes to see if there
14/08/13 I is a potential Horizon
issue that needs
investigating further.
E-top up: If a customer asks for I Andy SB to make enquiries with I Steve Open
£10 top-up and the transaction I Winn Scott in IT&C to see if this I Beddoe
is initially declined, the SPM matter has been
would process again. When 14/08/13 progressed. If not to be
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SPM goes to settle the 2nd discussed with Fujitsu. SB
completed top-up and to update at next meeting.
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 This issue is not believed I Rodric Open
ATM in Jan — issues with Williams to impact on branch Williams
withdrawals not being captured. accounting. RW to
28/08/13 investigate further and
report back next week.
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 SB to set out in an email Steve Open
the branch alarm system (that Peacock I to RW to outline issues. Beddoe
sends a signal through the and in response to his
branch telephone line) was 4/9/13 previous request.
impacting on Horizon comms. Concrete assessment of
risks and findings to be
provided.
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14. I Missing Cheques — Some Gayle RW to review Spot Open
cheques at FSC cannot be tied I Peacock Review and take forward.
to a branch as no details on the 4/9113 RW to update next week.
back.