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Message
From: Nicholas Kennett
on behalf of — Nicholas Kennett
Sent:
To:
Subject: Re: INCIDENT - Banking services via Horizon
Guten appetite (as they say here) .....
Cheers
Nick
From: Mike Young
Sent: Friday, February 03, 2012 10:13 AM
To: Nicholas Kennett
Subject: Re: INCIDENT - Banking services via Horizon
Got my first 'Graze' box today!
Mike
Sent from my iPhone
On I Feb 2012, at 15:26, "Nicholas Kennett" :
Thanks Mike — I had received an incident alert, but to date no follow up.....
I can but reiterate your comment below — (although tired is an under-statement)
regards
Nick
PS delighted that you have subscribed to Graze.com — you should go on line to set up your preferred
items (or at least those that you do not want....
Nick Kennett
Financial Services Director
Post Office Ltd
148 Old Street
London EC1V 9HQ
From: Mike Young
Sent: 01 February 2012 12:11
To: Nicholas Kennett
Subject: Fwd: INCIDENT - Banking services via Horizon
Nick
FYI
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Mike
Sent from my iPhone
Begin forwarded message:
From: Mike Young <_
Date: I February 2012 1
To: Dave Hulbert <_
Ce: Lesley J Sewell <I
Subject: Re: INCIDENT - Banking services via Horizon
Dave
This is not great news, but did it expect this to be 'change' related. Frankly, I'm
getting a little tired of the overnight changes killing service the next day. This
needs sorting and seriously sorting. I want to see a full
Post Mortem with recommendations. If our testing regime didn't pick it up, it's
not fit for purpose.
We lost a lot of business this morning and our brand took another confidence
hit. Not great.
Mike
Sent from my iPhone
On 1 Feb 2012, at 12:00, "Dave Hulbert"
Mike,
As is standard practice, Fujitsu looked at the changes deployed last night
in order to establish whether any of these could have caused the issues.
From this they established that a standard monthly reference data
change, which was enlivened this morning, was the cause of the issue.
The change was successfully tested on the Fujitsu reference data test
rig, the Post Office ref data test rig and the Live System Test (LST) rig
before it went out. All of those rigs were able to process Card Account
transactions this morning.
We clearly have to investigate this further to understand why a
reference data change that has (seemingly) followed the correct
processes and testing has caused issues in the live environment.
With regards to you earlier question, Fujitsu do still perform their
system checks every morning at 7am and these checked out ok. The gap
here would appear to be that they are checking technology components
and not looking at whether transaction services can be performed. I
have picked this up with James and we are sitting down next Monday to
see what they can do to change/improve this.
b wrote:
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Branches now have the fix and we’re seeing card account transactions
come through across the estate.
Regards,
Dave
Dave Hulbert
IT & Change
Senior Service Manager
Service Management
<image001.gif> Dearne House, Cortonwood Drive, Brampton. Barnsley. S73 OUF
<image002.gif>
<image003.gif>
<image004.gif>
<image005.gif>
<image007.gif> Building a Pest Office® we can all be proud of
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Fro ike Young
Sent: 01 February 2012 10:56
To: Dave Hulbert
Cc: Lesley J Sewell
Subject: Re: INCIDENT - Banking services via Horizon
Dave
A fix is being pulled together for me suggests we know root
cause. What is it?
Mike
Sent from my iPhone
On 1 Feb 2012, at 10:28, "Dave Hulbert"
All
Apologies for the delay -
Card Account transactions through Horizon are
affected. Card Account through ATM’s is unaffected.
Santander and Partner Banks are NOT affected.
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There are reports that certain Automated Payments (bill
payments) are impacted.
A fix is in the process of being tested and will hopefully
(based on test results) be deployed within the next 40
minutes.
Communications have been issued to branches and we
are updating the other comms channels as appropriate
(Subspace on-line, External Comms, NFSP).
Regards,
Dave
Dave Hulbert
IT & Change
Senior Service Manager
Service Management
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<image001.gif> Dearne House, Cortonwood Drive, Brampton. Barnsley. S73 OUF
<image002.gif> f
<image003.gi G RO
<image004.gif> eeinneeneeeen
<image005.gif> www.postoffice.co.uk
<image008 .gif> Building a Post Office® we can
all be proud of
Confidential Information:
This email message is for the sole use of the intended
recipient(s) and may contain confidential and privileged
information. Any unauthorised review, use, disclosure or
distribution is prohibited. If you are not the intended recipient
please contact me by reply email and destroy all copies of the
original message.
From: Dave Hulbert
Sent: 01 February 2012 09:04
To: Mike Young; Kevin Gilliland; Nicholas Kennett; Alana
Renner
Cc: Lesley J Sewell; Duty Manager
Subject: INCIDENT - Banking services via Horizon
Importance: High
All
Fujitsu has reported issues this morning with the
banking services. We don’t have full details of this yet
but it’s affecting:
e <!--[if !supportLists]--><!--[endif]--
>Santander, Partner Banks and Card
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Account — withdrawals, deposits and
balance enquiries
It would appear from the data we have to hand that this
is affecting all branches.
Debit and Credit card settlements i.e. as a method of
payment are unaffected.
We'll send another update in the next 30 minutes.
Regards,
Dave
Dave Hulbert
IT & Change
Senior Service Manager
Service Management
<image001.gif> Dearne House, Cortonwood Drive, Brampton. Barnsley. S73 OUF
<image002.gif> 5
<image003.gi
<image004.gif>
<image005.gif> www.posioffice.co.uk
<image009.gif> Building a Post Office® we can
all be proud of
Confidential Information:
This email message is for the sole use of the intended
recipient(s) and may contain confidential and privileged
information. Any unauthorised review, use, disclosure or
distribution is prohibited. If you are not the intended recipient
please contact me by reply email and destroy all copies of the
original message.
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