Andrea Gignac
POL00142406
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From: Mark Underwood1 4
Sent: 12 November 2014 16:
To: Belinda Crowe; Patrick Bourke
Ce: Parsons, Andrew
Subject: RE: March 2010 - Incident Details
Follow Up Flag: Follow up
Flag Status: Flagged
Categories: Red Category
Hi all,
lam extremely pleased to say it does not relate to any of the branch’s in the scheme.
For information, below is the affected branch (courtesy of Kath)
FAD Branch Name Bishopdown
Postcode SP1 3JD Address1 35 Barrington Road
Phone i GRO Hl Address2 Bishopdown
Type POe2 Address3
Status ‘Open Address4 ‘Salisbury
Country England ‘Address5 Wiltshire
Acquired Status 08-Feb-13 Sub Status Open
Temp Spmr N Location Type Urban
Mailwork N Multiple One Stop Stores Ltd
Counter Terminals 4 Back Office Terminals 4
Total Hours (p/w) 112 ‘Agent ‘One Stops Stores PM
Strategic Branch Segment Agency Branches
PCD Access N Overscale N
Core N Fww N
From: Belinda Crowe
Sent: 12 November 2014 14:25
To: Patrick Bourke; Mark Underwood 1.
Cc: Belinda Crowe; Parsons, Andrew ;_
Subject: FW: March 2010 - Incident D
Details of the transaction insertion by FJ.
Mark, could you please check the Branch against applications in the Scheme.
Best wishes
Belinda
Belinda Crowe
POL-0143638
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148 Old Street, LONDON, EC1V 9HO.
GRO [Postline} GRO
From: Davidson James
Sent: 12 November 2014 12:12
To: Belinda Crowe
Cc: Harvey Michael; Newsome Pete
Subject: March 2010 - Incident Details
Belinda,
As discussed, please find enclosed the details requested regarding the incident in March 2010.
Background:
HNGX was being piloted early in 2010 and was deployed to a limited amount of branches. In March of 2010, an issue
was reported by a sub-postmaster that resulted in a duplicate transaction being generated when the application
went off line unexpectedly.
When the transaction correction tool is used as described below, it is completed in a unique auditable event is
captured in the audit trail and can be searched for in the audit archive. Only 1 event of this nature has been
identified from scanning all records since go live of HNGX.
The following timeline summarises the event.
2/3/2010: Error Occurs
While the Post Master was performing a cash transfer Horizon went offline unexpectedly. Horizon automatically
detected the failure and included a warning on the receipt that the results of this session would need to be checked
by the Sub Post-Master. The Sub Post-Master duly checked and discovered the transfer had been doubled.
/2010: incident raised
Helpdesk call raised by Sub- Post Master and sent to Fujitsu software support team for investigation
4/
Error confirmed
Fujitsu software support team confirmed the doubling up of the transfer. Work round design and root case analysis
started, Sub-postmaster informed of progress.
2010: Data fix script designed
Fujitsu software support proposed to repair accounts by insertion of auditable records into branch database to
negate the duplicate transaction
11/3/2 Data fix ex
Change control raised and approved by POL (Emma Langfield — See Attached) — Sub-Postmaster informed.
ed under change control
Actions taken by Fujitsu software support while coordinating with Sub Post Master: A Balance Snapshot was taken
(showing the error), the Transaction Correction Tool was run by (inserting the negation records with appropriate
logging) and a subsequent balance snapshot was run. Post Master happy that accounts show the correct balance.
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Output from the Transaction Correction Tool added to incident record.
of fix
10: Fujitsu Software Support check
Fujitsu software support checked the summarised accounts (produced overnight) for this branch to confirm that the
correction had been propagated correctly through the system.
Work round to correct accounts confirmed as complete.
04/04/2010: Root ca esolution
The problem was caused by a rare combination of circumstances that occurred in the early pilot phase for HNGX. A
code fix was made to remedy the root cause and implemented across HNGX via the BAU process.
Any questions, please advise.
James Davidson
Post Office
Fujitsu
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