POL00337575
POL00337575
Pout Ofc ited Docent Gas
Branch Impacting Problems (formerly known as defects) - Latest Status of Open Items (as at 01/09/2023)
Current open Branch Impacting Problems
(with potential for financial impact)
Branch Impacting Problem Process - Key Performance Indicators
hu robles Records (rane or poor experince)
Fic understood being developed a ewe series I I
adevobpedwtingeployentn eee I 1 ees a Te
Gang tush cna re 3 I= a PP
ae ee
Underietigion Watts cioecity sive hndngottxbeigsete I Perm eet
Fancingreqoed“Sosing tng rete? oh open es cn id SUS aaS als le
Chay Sone 20~i peti a cveedendoay wou don proces _IfSeTaeeT—fetestegeasme [II
Update since last report
Changes to process
‘Weave ran afew sessions with Mel Pak and Kesty O'Connor to tachle the
challenge fom Ben Fat of how we woul know if the busines econiion
‘of any problem had conduded and what the coat of problem was, sha
{rested a series of actions now beng undertaken inching n education
program fer both nw starters into BSC but loan overview cf each open
Prlem record fr BSC and investiga teams, so they ean easier ienay
{ho rei brane sang to ther about an exiting problem and ak
thaccoration beter. Also the single ls of al proba Xs wail robin ino
inddual 50 caes can blogged against thr, we wl racks hlps 0
denaty impacted branches
‘Therabrand ron “delet "branch impacting problems almost comple,
\wenow have updated ers of Reference with Fula fr ign off
New K's have been nroduced
+ Review dsebuson group of legal and iN nouieaons al new preblams
New Branch Impacting Problems in period
‘new Branch impacing Problems th poten for mani impact
Closed Branch impacting Problems in period
em dosed
+ (@more tems going though closure process)
‘Asmensoned la roth, here hasnow bean 3 chang othe Key
Perlerance indieston. The previous X's were unrealised diet
accor: orhaving fo complete eran asks ne rder, fic inal
‘rvestation blore beng able prowde a ciseaktyr pac score We wil
‘ow tare measuring rm the above New XP's ging forwards
“There were nono problem inthe last month, 20 he K?’shave not hadshe
‘epporunty ie lmprove yet bu wilimprove over theme fe mah as
‘ew roceses aren place toimprove efcieney whan new problems et
ised
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
Impacing Problems hat hve the potent have e
[nonce poet
Age Profile ses me rsh bem wo oes)
au en az on am as as
Release Dates (pending and deployed)
72:30 was deployed betweon 06/02/23 17/02/23,
sapoaya3
173 10 was deployed betweun 05/04/23
7320 was deployed between 09/05/23
73 30 and R73 40 (one combined relea
73.30 scheduled for 05/10/23 ~ 16/10/23 (ST testing on schoduld
tocompleteby end of August)
‘Total Open / Closed Branch Impacting Problems
{nce recording stared on Serie Now in Sept 2020}
Type ‘Open I Penang I Closed
Cone
Potential or Fy 2 I a
fen pact
Poor Experience I 23 7 I 30
POL00337575
POL00337575
@
R001
‘11/07/2022]67 sanking raneaclone decned, not ackrowiedged at
Jounter. Transaction cancelled but processed by Vocalink
[Cause - Worldine connectivity ieeue.
Needs Funding
Fixcrequired to prevent reoccurrence, but Woridlne have
nestgated and indeate that te faulty teh snow working
travel money ard transaction fais at the exact same as
lancthes transaction is arocessed
7RBGO41303 I 18/11/2022] MoneyGram and Western Union Recovered Debt Card [Needs Funding
Hransactons settle to Cash not card Fx Required -The solution's seen as the delvery of the Bureau
Refund to Card CP whicn is eurenty under review.
wRBGOATZI I 73/08/2022] Payment and Banking Vansadions are decined whena — IWerldine Change
FxDeveloped ~to fix issue where PANS are blank for Travel
Money Card transactions, because card being removed too quickly
Irom contactess reader
Pending Werldine release ~ current planned for their release St
36
[Worldine Pending
Relesce
possiiyst-36)
POL00337575
POL00337575
fice nized Dacursent Gasaton: NTERNAL
Appendix ~ Latest Status of problems in Closure Process (as at 01/08/2023)
>RBOOA1109 I 20/06/2022] Contact ess payment rejected by bank, customer inserts [Fujtsu Change 73.10 ~ Depieyed- Pending Cosure
(08:49:28}cardinto chip & ain at same time ceri logsinto 2nd Ix Developed - Implement defensive code sothe system
counter, causes basket & recovery ofall handles ths eror condition
Desioyed = Going trough closure process
sRBOOATIOA [14/06/2022 Transaction Reversed Twice By bisting Reversalsand_ IFujtsu Change [72.30 Desloyed Pending Cosure
14:20:55, by Recovery ation Fx developed - Root cause has been extabihed and fies
lolanned as part of releases 72.30 / 36.10
[Desioyed Going trough clasure process
"RBDOATOSD I 15/06/2022] ranch Tradig Statement reports showhng wovaer [Fujts Change 7230 Deployed Pending Conse
10:41:50] Trading Positions after afaied stockun' Balancing Ix Devetoped -
Period (8) rolaverattemat from BP99 to BP100 72.20 I Deployed - Going trrough closure process
>RB0040522 [02/09/2021 Recovery Seite within APADC have been found to [Data Services Change JAPADC- Deployed Pending GonreI
11:42:56 eontainevrorsinscriptingthatnsome casescause Fix Developed
ldetimentalimpacton rancactionsand oranches __IDepioyed~ Going trough closure process
'RBDOAOSAT [21/05/2021 ICommanicaions love both short and longer erm caured I Data Services Change JAPADC- Deployed Pending ConureI
Issues with Pre Order Bureau transactions within branch I Requires Development -APADC scripting to allow vansaction
ohandie corecty errors during communication including
"RBOOATIGO I11/07/2022IE-Top-Up issue — When dolnga reversal to cancel an IFujtsu Change a0
item, temecan remain selected and get processed Ix being developed Counter cade change to clea the
eeietion when tre uses eancels at the selection confirmation
rreesage MSGOO147- Being xed with CP2863
RBDO4TA80 [05/02/2023] Recovery may fal malipe payment arsactions are [Fults Change 3.40
pretentin a sesion undergoing recovery. Potential to {Fix Developed: Thea problem that har not been s2eninIveI
affect payments, not banking transactions or test envrenments. served as part ofa code review.
Being deployed in 73.30
7RBOOATSS2 [24/04/2023] Branch unable to relove nto another Balancing Period [Data Services Change Data Services Change
lar etocc units stuck at 8°99, MSGA0085 error dzplayedIFx develoned
untial of the branch roled ver into Trading Period
curently beng tested
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POL00337575
‘Appendix ~ Closed Items ~ Recorded in Service Now
POL00337575
POL00337575
‘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
POL00337575
POL00337575
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
POL00337575
POL00337575
‘Appendix — Closed Items — Recorded in Service Now
[Probie
[Reference opened _IDesrption Resolution [raget/nekase _Iclosed
80040892 [15/04/2021] 3K Apalcaon Bag: communication error condition I ed n NCRSSK Bud 107 INCR SK build 107 [31/12/2021
15335 10:53:03
BOO ADIT is /Oa/ ROTI SH Rosi eaton bug: DGD eror, eave wih Towne IFuedin NERSSE BTA TOT IRCRSSKBUTETOT —[3i/i272021
15:18:39 Credit Card payment type for bil payments 10:52:44
B00 40H8S [15/04/2021] SKI HBS Ttearation problem Home Shopping return IInances have reduced with percentage of Impacted varsaclions underOD02R, [Nofirequred I 23/05/2025
15:05:24 duleate easing SS flied basketsetlement and caused by branch non-conformance-uodated training materia produced los.0s:35
no technical fix required
RBODAGEAG 05/06] 202I] SK Part Payrnent of card and cash cancelaions produce Fed n NCR SK Bull 107 INCRSSKBuTEIOT I SU/ZAOA
16:45:34. recent toindeat a refunds pd but eash net 1035355
aeoensed
RBODAGTBI [23/06/2001 SK Sequence number rejecs due o dering number —IFhed Ta NORSSK Bud 107 Rc SSKBuTaIOT —ISU/AR/AOR
05:53:23 its by YesPay and HS 10:54:48
Pro00%1553 9570472023] Customer charged ties for Western union eanceled [Data Sevier Change Datazericeste
transaction Fxdeveloned loa/tx/2021
currenty beng tested 11:29:26
frRe0041 181670372023] Western Union Recovery Loop Evo: InAPADC daring [DataSernice Change a
‘matt kYCzearch ae part of Receive Money transaction I Fix Required Change to APADC svat to bring recovery data downto allowed spe
volume of field cnaracters. soc