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Action Log Matrix Horizon
Updated following call on: 11 September 2013
Issue Raised Action Action Resolution/ Output Escalated to I Open/
By Owner prosecution Closed
team
Prestbury — Current agent settle I Gayle Security to ensure correct I Security SB investigation has Open
debt for £700 for Santander Peacock I ARQ raised by Maureen I concluded that there
transaction, now blaming Moores to enable Gail is no technical issue
Horizon 24/07/13 I transactional data to be Peacock with Horizon.
sent to GP. GP to report
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 No Closed
an issue relating to a Business issue related toa
Banking customer — this is a FSC receipt being
dispute between the amount 24/07/13 manually amended
processed on the Horizon with ink. Not a
System against what the Horizon issue.
customer says he banked.
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Customer has provided a
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
FJ carrying out
investigation to establish
any trends or
reoccurrence of a
problem. If a trend is
established further
investigations are to be
carried out. SB to report
back with the outcome of
the investigation.
Steve
Beddoe
FJ have not been
able to re-create the
issue (over 100
attempts).
Open
Bureau buy back problems -
appears non Horizon related in
Gayle
Peacock
Issue determined to
only be a need for a
No
Closed
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so far as the ‘buy’ icon was Network service improvement
pressed instead of the ‘sell’ rather than a problem
icon. 31/07/13 with Horizon.
ATM gluing case - case Dave RK to speak to Mark Rob King I Determined that this I Yes Open
concerning ATM shortages at Posnett McClean (MM). MM to issue could impact on
London offices where a press the Bank of Ireland branch accounting,
particular engineer had visited. I 31/07/13 I to obtain further though there is no
It appears that the engineer has information from Wincor. 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 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 is a potential Horizon
issue that needs
investigating further. GP
to update on progress.
E-top up: If a customer asks for I Andy FJ/ POL re-drafting Steve Determined that there Open
£10 top-up and the transaction I Winn guidance on how to Beddoe is no error in Horizon
is initially declined, the SPM handle complex system, however
would process again. When 14/08/13 transactions during a guidance for
SPM goes to settle the 2nd comms / power failure. branches needs
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completed top-up and SB to report back on updating.
connection is lost, Horizon progress of this task.
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 I
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 RW to forward SB email Rodric Determined that there Open
the branch alarm system (that I Peacock I on technical analysis. Williams I is no issue with
sends a signal through the Horizon from a
branch telephone line) was 4/9/13 Dave Posnett to chase up technical perspective.
impacting on Horizon comms. ARQ request. GP to then D
review transaction logs. ave
Posnett
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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
15. I Ponteseema (?) branch is. Anne Anne to investigate further I Anne Open
raising issue with Horizon and report back
11/09/13