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POL00278009
From: Angela Van-Den-Bogerd[/O=EXCHANGELABS/OU=EXCHANGE ADMINISTRATIVE GROUP
(FYDIBOHF23SPDLT)/CN=RECIPIENTS/CN=5A43D95D6E034A4E98DB9BFC7AD2FE7D-
A.VANDENBOG]
Sent: Thur 04/07/2019
To: Huw Williams.
Ce: Kathryn Alexandet: Shirley
Hailstones__
Subject: Error Update [WBDUK-AC.FID26896945]
Attachment: RE: Horizon helpdesk ref 804298
Attachment: RE: Horizon helpdesk ref 804298
Attachment: Bug 5 - extract from PO HIT Closing Submission.docx
Attachment: RE: Branch Impacting Incidents Summary
Huw
As discussed:
¢ Below is the email from Tim McCormack to Al.
e I attach my request to Dean Whitehead (and his subsequent responses) for the detail of the Helpdesk
reference number as supplied by TC
e I attach Ben Cooke’s update on the known CWC related remming issue.
Could you please confirm:
1. what the remming in process is for outreach from the core (is it as stated by Dean?)
2. is there a safety net in the remming process between core and outreach? From cash centre to branch and
vice versa there is the automatic reconciliation process. For transfers within branch there is the transfer
reconciliation report (not sure what the correct terminology is)/the process that won't allow roll over (is it BP
as well as TP?) until transfers balance out.
Thanks,
Angela
Angela Van Den Bogerd
Business Improvement Director
1% Floor,Ty Brwydran,
00
Atlantic Close,Llansamlet
Swansea SA7 9FJ
GRO]
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From: Andrew Parsons [mailto:;
>; Rodric Williams <
Angela Van-Den-Bogerd
I don't think WBD can add much substantively to this at the moment. I would recommend that some looks into the call
reference below and sees what was said. If the branch calling the helpline is a Claimant, then we should immediately
interview (and note) the helpline operator's recollection before their memory fades, as this point may come back later.
Kind regards
Andy
Andrew Parsons
Partner
Womble Bond Dickinson (UK) LLP
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Zoe
Patrick
; Andrew Parsons <i.
gela Van-Den-Bogerd <i™
See below
Ben Foat
General Counsel
Post Office Limited
GRO.
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From: Alisdair Cameron
Sent: Thursday, July 4, 2019 6:58:05 AM
To: Rob Houghton; Julie Thomas; Ben Foat
Subject: Fwd: Error Update
Thoughts? Al
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From: Tim McCormack <_~
Sent: Thursday, July 4, 2019 6:49 am
To: Alisdair Cameron
Subject: Error Update
Good Morning Al
Thought I would just give you a quick update on the error based on what I am hearing.
The error looks as if it is quite prevalent throughout the whole network but you will have a
better idea of that than me. What is surprising though is that the Help Desk in several
instances since the MBS was issued seem unaware of the problem. You might be interested
to examine an example (Horizon helpdesk ref 804298) where even Tier 2 support were
confused it seems and asked for photographic evidence (this was from yesterday I believe)
Could I draw your attention to the Closing Statement remarks of your legal team in the
Horizon Trial and have a look at what they say about Error 5 (it is in the appendix page 420 or
thereabouts) If the processes they state are in place then this error could not have lasted
long in the system.
Until the matter is resolved you might consider a couple of options:
a) Use only one denomination in each pouch
b) Temporarily use clear plastic pouches (leads to witness evidence from delivery driver)
c) Remove the Scan Barcode function for Rem Acceptance - one way would be to produce
labels with just the number and no barcode and allow manual entry - advantage of this
solution would be to determine if the actual scanner is to blame which would make lot of
sense given the intermittent nature of the problem.
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Kind regards
Tim
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