POL00337574
POL00337574
fice nized Dacursent Gasaton: NTERNAL
Branch Impacting Problems (formerly known as defects) - Latest Status of Open Items (as at 01/08/2023)
Current open Branch Impacting Problems
(with potential for financial impact)
Branch Impacting Problem Process - Key Performance Indicators
Not: There ae2 types of Branch Impacting Problems:
1. Potent to havea financial impect on a branch
2. Nopotentlfore financial impact, but coud couse
apooremperence
This rpore focuses onthe most imgortone ranch
Problems that hove the potential te have
‘Under variation 7
Fic understood- being developed i
Fic developed wating deployment in scheduled release I 5
{Ging trough lesure process 5
Under investigation: Weridine conneciviy sue funding fiber sought
ending required Secing funding oresave 2 ofthese open Rem casa raced
Update since last report
+ Changes to process
Process overview underaken with Ben Foat and Mark Underwood
+ Croie hs Sue sumerary monthly gong forwards
Rebrand ter “elec o branch pacing problems! align with
Tc andndusry box practise (delet ira pre producson erm
orally
Fevow of eral scoring ensure consson and prompt responses
New Branch Impacting Problems in perod
+ Ohne Branch impacting rable wih potent or financialimpace
Closed Branch impacting Problems in period
+ (Som items going through elsure process}
Meeting hai o seuss
‘We acept the ra nas ars concer, but alam are bang areaed and
‘his teas ronth trends wl aka ie forthe older tems to drop off fore
‘his reporing butin July 6 ofthe 7 cargos wore 100%, and inthe si month
‘wend 6 ofthe 7 measures improved (change’ column above)
+ Thorewasa gap besweon he las perm person doing ths ole andthe
ew person ~thishas been addressed
‘+ There has ban a lyin hepa to branch commsand Knowledge
aricles being reseed deo anna leave, tishas been addressed with
tained cover
‘The erlealty sore dependant on business responses but wehave
(qucker responses,
[epartofshe ongoing etlors oimprove she proces, the KPs are bing
stewed, and we wl tar reparung onthe ne Ks next month
[rence poet,
Age Profile ses meet rem wo oes)
am om am om om om om
Release Dates (pending and deployed)
72:30 was deployed betweon 06/02/23 17/02/23,
173 10 was deployed betweun 05/04/23 18/04/23,
7320 was deployed betweon 04/05/23 16/05/23
7330 and R73 40 (one combined release) ~ w/e 13/08/23
73.0 1409/23 22/09/23 (evry ating in SVB tesloextion}
Total Open / Closed Branch Impacting Problems
{nce recording stared on Serie Now in Sept 2020}
Type ‘Open I Penang I Closed
Cone
Potential or 7 5 EY
fen pact
PoorEaperience I 5 Ie
POL00337574
POL00337574
fice nized Dacursent Gasaton: NTERNAL
Appendix — Latest Status of Open Items (as at 01/08/2023)
v = Fix understood
80041161 I 11/07/2022]67 banking Vansacions declined, not acknow/edged.at counter. [Needs Fund'ng
Hransaction canceled but arecessed by Vocalnk.Cause~ I Fxrequired to prevent reoccurrence, bt Woridine have investigated
Wordine connectivity ive. land ineate tat te faulty ewiteh i new working
FRBGOATSOS I 18/11/2022] MoneyGram and Western Union Recovered Debi Card Needs Funding
Hransaction settle to Cash not card Fc Required The solutions seen as the delivery ofthe Bureau Refund
lo Card CP which seurenty under review.
60041160 I 11/07/2022 I E-Top-Up sve - When dolng a reversal to cancel an hem, lems [Fujitsu Change
Jean remain selected and get proce Ficbeing developed - Counter code change to clear the selection when
lhe user eance's atthe selection confirmation message MSGOO147 -
Being Fixed with CP2863
wRBGOATZIT I 23/08/2022] Payment and Barking Vancaclions are declined whena Wavel [Wordine Change Wording
money card transaction fais at theexact same as another I Fix Developed ~to fix'ssue where PAN'sare blankfor Travel Money Pending Release
traneactionis rocessed Icard transactions, because card being removed too quieey rom (Possbiys138)
Icontactiess reader
Pending Werldine release ~ currently lanned for thelr oieaseSI-36
RAGOATABO I 06/02/2023] Recovery may fal muliple payment wanzacloneare present [Fujteu Cnange F7aa0 wil be
in a session undergoing ecevery.Potentalto affect payments, IFixDevelozed-This's a problem thathas net been seenniive.ertest Idestoyed witn
not aanking transactions Jenvironments, Qoserved as part ofa code review. 73.20)
Being deployed in 73:30,
bGOATSIS I 16/03/2023] Western Union Recovery Loop Error n APADC during mUIKYC [Data Service Change rec
Jeearch as part of Receive Money transaction Fx Required- Change to APADC serptto bring recovery data down to
alowed volume of fed characters,
"RBGOATSSD I 24/04/2023 _IBranch unable to rolover Into another Balancing Period we sock [Data Services Change
units stuckat BP98, MSG40086 error disslayed unt allofthe I Fixcdevelozed
loach rolled over into Tading Period [currently doing tested
POL00337574
POL00337574
Pout Ofc ited Docent Gas
Append
= Latest Status of Open Items (as at 01/08/2023)
°RBOO41109 20/06/2022] Contactess payment rejected by bank, customer inserts card into chip& IFujtsu Change 173.10 ~ Depieyed- Pending Cosure
(08:49:28 in at same time cer logs into 2nd counter, causes basket & recovery oI plement defencive cade so the system
‘ai handles thi error condition
Deployed Going tough closure process
7RBOOAII04I1 4706/2020] Tancaction Reversed Twice By Evsting Reversatsand by Recovery IFujtsu Change 7230 Deployed Pending Conse
14:20:35 action Fi deve'oned -Rootcause has been estalshed and
ces planned as part of releases 72.30 / 36.10
Deployed ~ Going tough closure process
"RBDOATOSG i370 [2020] Branch Trading Statement reports showing non-zero Trading Postvons — IFujtsu Change 17230- Deployed Pending Conure
10:41:50] after afaled store un't Balancing Period (BP) rolover attempt from BP99] Fi Developed -
te P100 72.20 Deployed Going trough closure process
"RBDOAOBT [2/09/2021] Recovery Serpte wiin APADC have bees found tocontanerrorsin [Data Services Cranage [APADC- Deployed Pending Clore
14:42:56 Iserptng that n some case caure detrimental mpacton vansactions I FixDeveloped
and branches Depioyed~ Going trough closure process
7R60040527 1/05/2021) communications loss both short and longer term caused Gnues with Pre [Data Services Change JAPADC- Deployed Pending Closure
(Order Bureau traneactione within ranch Requires Development - APADC se\stingto alow
lraneactonsto handle corectyerore during
communication inciuding recovery process.
v = Fix understood
POL00337574
POL00337574
‘Appendix ~ Closed Items ~ Recorded in Service Now
POL00337574
POL00337574
‘Appendix — Closed Items — Recorded in Service Now
ne dzcount in basket showed £15.04 due tothe rounding method. The reeiot
hows amount £15.04. Fix applied
lopenes I Deseiption Resolution ratense I cased
39/06/2029 Branch 183002 - Declined Wanractonat counter not fFixidentified by Worldline and released az part ofthe Worldine relewe St22, Bl 32 19/12/2022
12:36:57 reversed with Vocaink 125158
FRBDOAOSSS [12/047 2072 Declined Banna] Payment Vrarsaclions recoraingas I ansaclion declined and not competedand seed succensfuly, counter P20 BB/2O2E
14:58:17] Quantty of Iecoveryincoreetiy sets the quantty to 1. Counter cede change to set quantity 165721
0
FRBDOADSESD [12/04] 207A Pressing the Bark OTice menu button whe recovering fhe nlssing Busy walt message when POS recovery isn progress tobe Tuded P220 jearanya0n2
14:41:12] payment or banking tansaetions the fx, whieh wl then prevent user input during recovery stooping it from hsss.16
ling
60040843 [12/04] 2020 Recovery not wored folowing an ever 7220 BA fx to exceplion handing (bxeeplonHaniderBLO)-depiaylogechange 220 BeyT/aO2z
131353 leveloped. 5324
"RBDOADSAS [12/04] 207A Love of communications during Sanking Waneaetion, fueu Change 730
12:52:30 branch nave rebooted the counter rather than x Developed - Implement defensive code so the system handles ths ervor 10/07/2023
[completing recovery von 09:05:09
ployed ~ Going through closure process
RBDOADSAT [12/047 207A Refund faluree for debitcards with COUPE ranges Fx RBO.OL03 pooLGs BATOSPRORE
12:29:37 450875 or 496824 90.01.03, se15:15
"RBDOADET4 [26/02/2072 NRCC carde nat selon ae payrnentcarde causing ‘funds [ode correction by Fujksuto ensure Dat NRCC cardeare Cansedas payment — fldepoyment I 75/05/2002
15:22:59 and recovery tsettietocash fretred 08:55:42
"RBDOADEA4 [27/01/2072 Pre Payment DeBK Card- Too up aapled two PAN [he wipe of re card was cau ofthe lsu Prepay Solutions went Ive jpdateto Prepay _ [04/02/2032
15:42:35 numbers, but ony one card used 2/04/2022 so customers now use PIN pad and enter PIN to deposit cath and the olson s7.08:12
ine function isn longer an allowed method - negating tis se fom mslemented
appening in fsture.
"RBDOADSSS [22/06] ParceorceCrorexe Za with acount shows a difewent save caused by Parceforce Discount wansaclion cacuiating decountsin2 "ADE data wenieee
15:20:09 price onthe receipt tran disslayed on the counter heparate laces and using diferent rounding methods within eacn eaiculaton. fhange- oay11y2021
terminal he fix'sto use a consistent rounding metned. On Horizon dscount was £15.05. RADC/2108/007 I 11:26:05
POL00337574
POL00337574
fice nized Dacursent Gasaton: NTERNAL
Appendix ~ Closed Items ~ Recorded in Service Now
-RB0040553f17/05/ 202] GR Vouchers - Inactivity ogout for End-OF Session serine wo change to GR Vouchers Waneaclon 1) Ar voucher added to ansaction PAPADC ert Change 04/11/2021
17:08:12 causing vansaction to setie and recover creating basket, message disalayed edited: Agree withthe Customer that a Git Card 1129.26
duslate transaction worth XC Amount wil be added tothe basket. The Giftcard wl be
activated wnen te oaeket haz been zettled and cannot be reversed. Check the
-eceiat for activation timescales. pad neath, secure cash before setting
easket. Gift cards can be removed before setting 2asket. 2) Once the customerI
nas pad for voucher, and activation nas been suecessuly completed onine
there currently 2 Successful Ativation’ message dpiayed. This nas seen
eemoved
FRBDOADSH2 I26/05]202]I When sete le pressed fora Burana PreOrder wansacton Removal ofthe Prev and Cance buttons (ram the Vansaction post bamet prL20 FA7Os R02
12:20:34 where the basket nets tozero, the Prev buttonis [settlement 16.0236
isolayed 71.20,
780040603 J08/08/202}I Glory Machine Proof of concept: Discrepancy (Loss]on [Glory and ther software provider Antuareatablaned root cause anda ix flory Mactine Fix fouranya0xT
15:27:39 Reefer Glory Deposit Machine within the banking responses that ensures fan asynehronous response is a7as:19
received te machine confirms tothe customer there wat an zeus, returns the
money and Chip and PIN card to the customer and ass them to attemat the
deoosit again
FRBDOADEOS [20/08/2071] SK P INCOAOAIST SOK are experencing WansacTonal [error In coding on Buld 106 ldenbTed.- Snce InceplonclSSK Rwas nat WERSSKbuTaIOT I SO/TU/H00T
12:38:40 failure - Cash refunded incorretiy esis to cance! transaction successfuliyafter partial cath tender is passed to 111027
Pos. in uid 106, a part of service improvement we tried to resolve the
challenge of canceling a mixed tender transaction on SSK without POS changes,
Jo that SSK can return the cath when custome cancels the etd transaction
after depositing some cash as partial tender. One ofthe fagivarabie used to
track partial tender wat not reset corecty fora unique specie flow which
caused this major incident. This isa coding issue where one of the extertera
was missed. Fixed in NCR SSK ould 107,
DOANE [29/047 207 SEK Tranaactions are being Observed reverting 09 Ge SEK Fined in NCR SSK Bud 107 ceRSSKouTa OT I S17TRTRODT
16:49:37] bythe ORT team 1053:29
POL00337574
POL00337574
‘Appendix — Closed Items — Recorded in Service Now
curenty being tested
(Preble
Jopened IDescription Resolution [Terget/Release _I Closed
RB00404T2 [15/04/2021 SSK Applicaton Bug: communication error condition I ved in NCRSSK Bald 107 INCR SSK puid 107 —I31/12/2021
153358 10:53:03
RBDOADAT [15/04/2021] SK Apalication bag: 1269 ever, Baue with alowing I nadia NCRSSK Bard 107 INCRE TOT [>IT
15:18:32 Credit Card payment type for bil payments 10352:44
60040483 [15/04/ 2021 SSK/ HBS Integration problern Home Shopping relura I Indances have reduced with percentage ol npacted Varsacions underO002R, [NoTirequred 23/05/2022
15:05:24 dupleate causing SSK flied basketsettlement and caused by branch non-conformance-uodated tralaing materials produced fos:0s.a5
no technical fix required
"RGDOADSAG [05/06] 202) SK Part Payment ol card and cash cancel atone produced Fived in NCRSSK Buid 107 INCRSSKEaTsTOT I 37ia/a0aT
16:45:34 a receipt to indicate a refunds oald but cash isnot 105355
dispensed
"RBDOADSETI23/06]207] SSK Sequence nanvber reject dae to dering number — I veda NCRSEK Bald 107 INCREKoaTETOT I 3I7La/aOAT
(08:53:23 imvte by YesPay and HS 105448
fpRn00%1553 25/04/2025] customer charged twice Yor Western union cancelled I Data Services Change Data services a
ransaction Fixdeveloned Joa/as/2021
11:29:26