POL00337590
POL00337590
Pout Ofc ited Docent Gas
Horizon Problems (formerly known as defects) - Latest Status of Open Items (as at 02/10/2023)
Current open Horizon Problems
(with potential for financial impact)
Horizon Problem Process - Key Performance indicators
Not: There ae2 pes of Horton Problems:
1. Potente havea financial impect on a branch
2. Nopotentlfore finan impact, but coud couse
‘Under variation 7 fa) peepee
Fic understood- being developed z Remapeserers Penzwemnanawertm I This ergot focuses onthe rast importans Horton
(iliedieel stig ipioeeci ae ies I a aaa. Problems tat have se potential to hove a faneoh
a inpect
{Ging trough lesure process 3 a “ of
as a Cahn ea to oe —I =I +
‘Unde nvestigation = New problem PRBDDA1738 (raised 19/09/23) eR ‘Age Profile sere antes mom wo ed)
Funding requed Seeking funding to resohe 2 ofthese open ar a ates clean rel
CGcalty Score oe then 301 Hem this esobed, gong trough osure proces ato
cl aaa OP
Update since last report
Changes to process
+ "Fallow up sesions wth Ma arkand team pls Kirsty O'Connor held xo address
‘ho challenge frm Ben Foat on desing Iinkketen resclved problems
andinspated branches, action are undervayieuding an education programe
for 5C anon overview of open problem records for mverigation eam, so
‘hoy have mere chance of denying branch iting to er abou
tlsing problem Decusons on how edo more inthis space ae also
Undoraay a dinetorh level
+The rabrand irom eles 0 branch impacting problems’ is temporanyon
hold now relering tothe a Horzon Problems
Reached out to Pam Heap, Remediation Unt Essai Direct te ensure that
allrelvant pars are nided of now exzonpbloms.
New Horton Problems perlod
+ Tne arson Problam uth tent or ancilimpact i September
Closed Hotton Problems in period
No closed record
* (8 ltms going thigh chase process)
+The porormanc ofthe Horton Problem process agains it ey Performance
fending teams to ensure they respond quer nthe fue
ee ee ee)
Hopeteinteiel He eet
Release Dates (pending and deployed)
" oyed boswoon 06/00/23 17/02/23.
‘+ R73 10 was deployed between 05/04/23 18/04/23,
+ R73 20 was deployed between 04/05/23 16/05/23,
73 30 and 87340 (one combined release) - 24/08/23 07/09/23
7350 scheduled for 5/20/23 23/10/23.
73.60 scheduled for 05/31/23 13/13/23,
Total Open / Closed Horizon Problems
(since recording starced on Serie Now nS 2020)
Type ‘Open I Pending I coved
osu
PoorEuperence I 22 7 I a8
POL00337590
POL00337590
fice nized Dacursent Gasaton: NTERNAL
Appendix ~ Latest Status of Open Problems (as at 02/10/2023)
RBOOA173E
[AP-ADC transactions recovered inthe opposite order to.
the ordern which they were added tothe basket
[an AP-ADC traneacton ean write recovery data zo thatthe
system subsequent fails prior to settlement completing
slceessuly the transaction canbe recovered at next logon. This
I vansaction recovery can use an AP-ADC recovery srt
Transactions ae currently recovered n the oapeste order tothe
ecder in which they were added tothe basket
transaction fret). This ean cause dificlty where te basket
Jcontaines numer of e'ated traneactions where the na)
vansaction uses knowledge ofthe previous transactions, "Add
Jorde-" vansactions added tothe basket before afinal "Submit
Jorde>* transaction).
at recovery, this final transaction would be recovered fst and so
Jeannot take account the satus ofthe other recoverable
vaneactions
travel money eard raneaction fais at te exact same a
another transaction eo
7R60041303 I 18/11/2022] MoneyGram and Western Union Recovered Debt Card [Needs Funding
Hransactons settle to Cash noteard Fix Required The solution's seen as the delvery f the Bureau
Refund to Card CP whien is eurenty under review.
wRBGOATZAT I _73708/2022] Payment and Banking Vansadions ave decined whena IWerldine Change
FxDeveloped—to fix ise where PANS ave blank for Trav
Money Card vansactions, because card being removed too quickly
romcontacters reader
Pending Woridine release —currenty planned fer thelr release St
36
lWorldine Pending
Release
I possiviyst-36)
POL00337590
POL00337590
fice nized Dacursent Gasaton: NTERNAL
Appendix ~ Latest Status of problems in Closure Process (as at 02/10/2023)
>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
POL00337590
POL00337590
‘Appendix ~ Closed Items ~ Recorded in Service Now
POL00337590
POL00337590
‘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
POL00337590
POL00337590
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
POL00337590
POL00337590
‘Appendix — Closed Items — Recorded in Service Now
[Problem
LOpened IDescription Resolution [Target Release Closed
RBOO40492 [15/04/2021] SSK Application Bug: communication error condivon I Fixed in NCRSSK Buld 107 INCR SSK build 107 31/12/2021
153335: 10:53:03
7RBOOAOAB1 [15/04/2021] SSK Application bug: 1269 error, esuewithalowing I Finedin NCRSSK Buld 107 INeRSSKbuTa 107 I 31/12/2021
15:18:32] Credit Card payment type for bil payments 10:52:44
>RBO0A0ABS [15/04/2021] SSK/HBS integration problem Home Shopping retura I Instances have reduced with percentage of impacted vansactions under 0.002%, [Nofxrequred I 23/05/2022
15:05:24 duplicate causing SSK faled basket settlement and caused by branch non-conformance - uadated training materiais produced os.05:35
no technical fix required
180090546 [09/06/2021] SSK Part Payment of card and cash cancelations produced Fixed in NCRSSK Bul 107 INCR SSK ura 107 31/12/2021,
16:45:34 receiptto indicate a refund is pald but cash isnot 10:53:55
dispensed
RB0040561 [23/06/2021] SSK Sequence number rejects due to dering number — I Fined In NCRSSK Bull 107 INeRSSKbuTa 107 31/12/2021
(08:53:23 imits by YesPay and HBS 10:54:48
jpRB0041553 2570472023] Customer charged twice for Western union cancelled [Data Services Change Data services fic cs
transaction Fixcdeveloved Joa/sa/2021
Currently being tested 11:29:26
jPRB0041518]16/03/2023] Western Union Recovery Loop Error mn APADC during I Data Service Change a
mult KYC search as part of Receive Money transaction I Fix Required - Change to APADC seratto bring recovery data down to alowed ef
[volume of field cnaracters. bac