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From: Lesley J Sewell
Sent:
To:
Ce:
Subject: Re: UPDATE : Baughurst Post Office - Q17716556
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Dave
When I met with Kevin his concern was more broad - he is worried that because the issues at the branches get
raised and then closed that we're not seeing the bigger picture. And that we may have something systemic that
we can't see.
What sort of stats do we have on open and closed calls and length of time a call is open by priority.
Also is there any way / or do we have anything by branch on repetitive calls. Ie if a branch is calling every week
over a prolonged period which may not be the me issue?
Can you get Steve or Andy to look into what we have - purely from a FJ perspective.
Thx L
Ps I would like an early view of what the art of the possible is.
Sent from my iPad
On 7 Sep 2012, at 17:02, "Dave Hulbert’
Emma
Many thanks for the update and good that progress is now being made. I’d like you to pick up with
Fujitsu to understand why we couldn’t have arrived at this conclusion sooner and therefore addressed
the issue without the need for an escalation.
Can you make sure that Kevin receives an update once the issue is fixed. Can you also make sure that we
(or Fujitsu) schedule a couple of follow up calls with the branch to ensure they remain happy with the
fix.
Regards,
Dave
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Dave Hulbert
IT & Change
Senior Service Manager
Service Management
<image001.gif Dearne House, Cortonwood Drive, Brampton. Barnsley. $73 OUF
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From: Duty Manager
Sent: 07 September 2012 16:36
To: Dave Hulbert; Antonio Jamasb
Cc: Duty Manager; Kevin Gilliland
Subject: UPDATE : Baughurst Post Office - Q17716556
Hi Dave
Fujitsu confirm that the engineer attended site Wednesday and believes he has
identified the issue.
The engineer believes the cause is the splitter cable at the back of the PHU (luggable
horizon kit). The PHU the site uses does not have a permanently fitted cable but one
which needs to be plugged in at each outreach site. Because they move from site to
sight the cable was not being plugged in far enough causing the purple screen.
The engineer recommended that the site be provided with a PHU which has a fixed
splitter cable. Fujitsu couriered a new PHU to site and has called the branch today who
confirm that the new PHU has been received. Fujitsu are now arranging for an engineer
to attend and set up the new PHU this could be next Monday 10 September 2012,
however we will not know for definite when engineer is going out until Monday as site
has just confirmed courier has delivered the new phu and current engineering
allocations have to be taken into account.
Fujitsu will contact us and the branch on Monday to confirm the engineer eta.
Kind regards
Emma
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Duty Manager
IT & Change
Live service Team
<image001.gif 2nd Floor, South Wing, Dearne House, Cortonwood Drive, Brampton,
> BARNSLEY, $73 OUF
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All incidents or requests for information relating to incidents should be rung into the Post Office Live Service Team
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From: Duty Manager
Sent: 31 August 2012 13:24
To: Dave Hulbert; Antonio Jamasb
Subject: RE: Baughurst Post Office - Q17716556
Importance: High
Hi Dave,
I’ve had a look into this in Rebecca’s absence.
I know she’s updated you verbally, so apologies if I’m duplicating anything that you already
know.
Fujitsu have arranged to a carry out a Preventative Maintenance visit to the branch on
Wednesday 5" September. I will call the branch to make sure that they are aware of this.
Fujitsu will have more information after this visit about whether the problems that the branch is
experiencing are due to something that the branch staff may be doing, or whether there is a
problem with the Horizon system that needs to be resolved.
The branch has now logged 12 calls about this issue since 1* June. The last call about this
was on 28" August.
Fujitsu are not aware of any other branches that are experiencing these problems.
If you need anything else, please let me know.
Thank you,
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Kind Regards
Julie
Duty Manager
IT & Change
Live Service Team
<image001.gif 2nd Floor, South Wing, Dearne House, Cortonwood Drive,
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All incidents or requests for informatic
Post Office Live Service Team o1
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From: Dave Hulbert
Sent: 31 August 2012 12:28
To: Duty Manager; Antonio Jamasb
Subject: FW: Baughurst Post Office
Importance: High
Can I have an update on this branch please? I think it was Rebecca that did the original investigation, but
I need an update as soon as possible today.
Thanks,
Dave
Dave Hulbert
IT & Change
Senior Service Manager
Service Management
<image001.gif Dearne House, Cortonwood Drive, Brampton. Barnsley. S73 OUF
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From: Brian Deveney
Sent: 31 August 2012 11:54
To: Jackie Meylak; Dave Hulbert
Cc: Kevin Gilliland
Subject: RE: Baughurst Post Office
Dave,
Have your team completed the analysis on these failures to allow us to respond to the SPM.
Regards
Brian
From: Jackie Meylak
Sent: 31 August 2012 11:28
To: Brian Deveney
Cc: Kevin Gilliland
Subject: FW: Baughurst Post Office
Hi Brian
Can you give us an update on Baughurst please - Kevin has had another call from the spmr to say that
the situation is not improving in fact it’s getting worse.
Many thanks
Jackie Meylak
Personal Assistant to Kevin Gilliland
Post Office Ltd
1st Floor, Bunhill Row Wing,
148 Old Street,
London, EC1V SHQ
Royal Mail Group's charity of choice is Barnardo's. Please visit the following website to find out how you can make
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From: Jackie Meylak
Sent: 20 August 2012 15:30
To: Brian Deveney
Subject: RE: Baughurst Post Office
If you could liaise direct and then let us have an update, say end of next week?
Many thanks
Jackie Meylak
Personal Assistant to Kevin Gilliland
Post Office Ltd
1st Floor, Bunhill Row Wing,
148 Old Street,
London, EC1V 9HQ
Mobile:
M
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Confidential Information:
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From: Brian Deveney
Sent: 20 August 2012 15:11
To: Jackie Meylak
Subject: RE: Baughurst Post Office
Jackie,
I have the file and we are investigating the issues.
Does Kevin want me to liaise directly with the Sub-Postmistress on this or come back to him?
Regards
Brian
From: Jackie Meylak
Sent: 20 August 2012 13:14
To: Brian Deveney
Subject: RE: Baughurst Post Office
Thanks Brian, Ill pop up in 5 mins.
J
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Jackie Meylak
Personal Assistant to Kevin Gilliland
Post Office Ltd
1st Floor, Bunhill Row Wing,
148 Old Street,
London, EC1V SHQ
Mobile’
Royal Mail Group's charity of choice is Barnardo's. Please visit the following website to find out how you can make
a difference: www.royalmailgroupcharity.com
Confidential Information:
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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: Brian Deveney
Sent: 20 August 2012 12:59
To: Jackie Meylak
Subject: RE: Baughurst Post Office
Jackie,
I sit on the 2" floor near Lesley’s desk
Regards
brian
From: Jackie Meylak
Sent: 20 August 2012 12:31
To: Brian Deveney
Subject: Baughurst Post Office
Hi Brian,
I’ve got a file on the above for your action - can you let me know when you’re at your desk and I’Il bring
it up (and whereabouts do you sit?).
Many thanks
Jackie Meylak
Personal Assistant to Kevin Gilliland
Post Office Ltd
4st Floor, Bunhill Row Wing,
148 Old Street,
London, EC1V SHO
Royal Mail Group's charity of choice is Barnardo's. Please visit the following website to find out how you can make
a difference: www.royalmailgroupcharity.com
Confidential Information:
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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
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