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From: Dave Hulbert[imceaex-
_0=mms_ou=exchange+20administrative+20group+20+28fydibohf23spdlt+29_cn=recipients_cn
=dave+2ehulbert8ff1 2b5a-ad1 1-4323-aa83-e0874e17b20a@c72a47..ingest.local]
Sent: Thur 04/07/2013 6:27:21 PM (UTC)
To: Lesley J SewellI
Subject: Fw: 061904 Baughurst Post Office and Outreach operations
Lesley
Once again, apologies for this, but I'm reassured by James' response that he's equally disappointed and will address it.
Regards
Head of Service & Supplier Management
Post Office Ltd
From: Dave Hulbert
Sent: Thursday, July 04, 2013 06:24 PM
To: 'james.davidson@
Cc: Steve Beddoe
Subject: Re: 061904 Baughurst Post Office and Outreach operations
James
Thanks for the prompt and supportive response.
Regards
__Dave
Head of Service & Supplier Management
Post Office Ltd
From: Davidson James [mailto:
Sent: Thursday, July 04, 2013 06:22 PM
To: Dave Hulbert
Cc: Steve Beddoe
Subject: Re: 061904 Baughurst Post Office and Outreach operations
Hi Dave,
I completely understand and agree. This all appears to have happened very quickly but we cannot blur the lines
in this way.
This is not something I have ever seen before but I will speak with the team to ensure it doesn't again, my
apologies for any embarrassment this has caused.
I will have Mark call Steve so we get aligned.
Regards,
James
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On 4 Jul 2013, at 19:01, "Dave Hulbert" <
James
It's good to see action being taken around Baughurst which I know has been an issue for sometime. It's
therefore a real shame that I'm having to sour progress with this email, but I'm really disappointed to
see direct communication between Nick and our Network Director.
As you know these matters should be coming through my team I.e. Steve or a member of his team.
We should never be blind on any service issues.
Can I ask that you ensure we don't encounter such a breakdown in process again. Thanks.
Regards
Dave
Head of Service & Supplier Management
Post Office Ltd
From: Lesley J Sewell
Sent: Thursday, July 04, 2013 05:37 PM
To: Dave Hulbert
Subject: Fw: 061904 Baughurst Post Office and Outreach operations
Dave
Why am I just getting copied into this and Kevin is liaising directly with FJ.
Who is managing this?
L
From: Kevin Gilliland
Sent: Thursday, Jul 2 2:
To: Crow Nick <!~
Ce: Gordon Mark G RO 5
i is >; Bansal Steve (BRAO1)
-1>; Lesley J Sewell
Subject: Re: 061904 Baughurst Post Office and Outreach operations
Harrison Chris <_ GRO_
Thanks. I've read the report and agree the approach.
If her and her staff are contributing to the issues then we will have to make this clear to her.
However this raises a question about the suitability of the equipment in terms of it's robustness,
ease of use, set up time etc and how could we improve the design going forward.
Kevin
Sent from my iPad
Kevin,
Please find attached the findings, observations and recommendations for next
actions based on yesterdays experiences at the Baughurst Store and Service
sites.
I have just received a call from Michele, the Postmistress, advising that the PHU
swap of today, in relation to the purple screen Michele experienced late yesterday,
went well and she has used the new Geller PHU prior to it going out tomorrow; and
all is well.
The replacement cables ordered as urgently required for the site yesterday
afternoon, have also arrived with Michele today.
If Post Office Limited can review the attached report and advise as to how they'd
like to proceed in relation to the findings, that would be very useful as I'm sure
we'd all like to see a conclusion to this one.
Best regards,
Nick Crow
Branch Issue & Comms Investigation Manager, End User Services, Post Office Account
From: Kevin Gilliland [mailto:
Sent: 03 July 2013 13:04
To: Crow Nick
Cc: Gordon Mark
Subject: Re: 061904 Baughurst Post Office and Outreach operations
Thanks nick,
The reason she has escalated to me months and months ago is because of the v poor
service she was and it appears is still getting. She can't operate a core and outreach service
and is very frustrated, understandably.
What are we doing to sort this our once and for all?
Thx
Kevin
Sent from my iPhone
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Good Morning Kevin,
In relation to the history of issues that Ms. Michele Middleditch has
advised she's been having I have been asked to quantify the actual
situation with respect to the reliability of the Horizon Outreach kit, the
environment in which it is being used and the actions of those who are
using it.
Having spent in excess of five hours out at the Outreach locations and
back at the Store location yesterday discussing the situation with Ms.
Middleditch, rather a lot has come to light.
Ms. Middleditch advised me that she is in touch with you personally
over this matter and I am aware that she called your mobile and left
you a voicemail yesterday. Having been present when she made the
call in relation to the discussions she and I had previously had I'd
suggest it would be better if I put together my notes so as you had a
record of the actual advice given and situations experienced so as
Post Office Limited are in a better position to move this forwards.
I will get them typed up and with you via mail today.
Ms. Middleditch has already been on the telephone this morning
advising she's having issues and I'm sure expected her own personal
Branch Issue Manager going forwards. Whilst I have taken on board
an action to look in to a possible technical issue, I have advised her
that in order to benefit from the best possible support and service she
should be logging the issue with the Horizon Service Desk so as we
are able to respond appropriately.
Best regards,
Nick Crow
National Branch Issue Manager
EUS - Post Office Account
Fujitsu
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<061904 Baughurst Outreach BIM investigation 0713.docx>
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have received this in error, please contact the sender by reply email and then delete this email from your
system. Any views or opinions expressed within this email are solely those of the sender, unless otherwise
specifically stated.
POST OFFICE LIMITED is registered in England and Wales no 2154540. Registered Office: 148 OLD
STREET, LONDON EC1V 9HQ.
Unless otherwise stated, this email has been sent from Fujitsu Services Limited, from Fujitsu (FTS) Limited, or
from Fujitsu Telecommunications Europe Limited, together "Fujitsu".
This email is only for the use of its intended recipient. Its contents are subject to a duty of confidence and may
be privileged. Fujitsu does not guarantee that this email has not been intercepted and amended or that it is virus-
free.
Fujitsu Services Limited, registered in England No 96056, registered office 22 Baker Street, London W1U
3BW.
Fujitsu (FTS) Limited, registered in England No 03808613, registered office 22 Baker Street, London W1U
3BW.
PFU Imaging Solutions Europe Limited, registered in England No 1578652, registered office Hayes Park
Central, Hayes End Road, Hayes, Middlesex, UB4 8FE.
Fujitsu Telecommunications Europe Limited, registered in England No 2548187, registered office Solihull
Parkway, Birmingham Business Park, Birmingham, B37 7YU.