POL00337594
POL00337594
fice nized Dacursent Gasaton: NTERNAL
Branch Impacting Problems - Latest Status of Open Items (as at Insert date of start of the current month DD/MM/YY)
Current open Branch Impacting Problems
(with potential for financial impact) Use links in headings
Branch Impacting Problem Process - Key Performance Indicators
Michelle provides this~need to understand the source data
ese salons . pasar
a ee say kaosuadatin in
— ian ot tira
eearenaT
seers eaed pe
aa aN RE RAT ETAT emote
Funding required: use this highligh any suppor: required to resale 3 problem
Update since last report
+ Changes to process Michelle / Martin to update
* rovers overview undertaken wth en Fox and Mark Underwood
+ Create hs Cece sumerary monthly going forwards
Rebrand ter “elec o branch pacing problems! align with
Tc andndusry box practise (delet ira pre producson erm
orally
Fevow of eral coring io ensureconsison and prompt responses
New Branch impacting Problems in perod Data rom Current open Branch
Impacting Protons quer wil sow ato open a: month
new Branch mpactingPrblems wth potential fr rane pact
oma
ranch Impacting Problers in period
“Ther closed (any Rom ated la report chat are nolongr open)
+ (Smore items ging trough lose proces (se top table or his
ea)
‘Ths secon so explain the perfomance above
‘nde share the lo months peronmance
Not: There ae 2 types of Branch Impacting Problems:
1. Potent to havea financial impect on a branch
2. Nopotentlfore financial impact, but coud couse
apooremperence
THis aprt focoas othe most important ranch
impacting Problems that have the potema to have @
[rence poet,
‘Age Profile snow rapor
am om om om om
am
Release Dates (pending and deployed)
lan or Sangram to provide this monthly
172.30 was deployed between 06/02/23 17/02/23
+
7
R73 50 1/00/23 22/00/23 (eure stingin SVB tt location}
Total Open / Closed Branch Impacting Problems
Use open data fom rest ofthis report, dose data from
deiner
Type ‘Open I Penang I coved
Cone
Potential or 7 5 EY
fen pact
PoorEaperience I 5 Ie
POL00337594
POL00337594
fice nized Dacursent Gasaton: NTERNAL
Appendix ~ Latest Status of Open Items
RB0OA1IGT
11/07/2022]
[67 banking transactions deciined, not acknowledged at counter.
{Transaction canceled but orocessed by Vocalnk. Cause -
Wordine connectivity ive.
Needs Funding
Fxrequired to provent reoccurrence, but Woridne have investigated
and indicate that the faulty switch 's now working
RaGOAI0S I 18/11/2002] MoneyGram and Westen Union Recovered aOR Card INeeds indng rac
transactions settle to Carn notcard Fx Required Te zldonis sens the deiveryof the Bureau Refund
tn card which current under even.
RBDOAGO I OT/2022 I ETop Up asus When dolaga revere cancel aa Rem. lens Ful Change Nareewed 7540
eanremainse-ected and ge = Courter code change to clear the section when
e selection contrmation message MSGODLAT~
manoaTaTT I 23/08/20) Waring
sue where PAN'sareblankfor Travel Money [Pending Release
vansactonis processed I Sxdnalosd vaiimdonlommerinschadded as eaave card eng removed to quick From crib S
" ner a {exclude anything that states next step = Closure Process) —ees seals Pensa S82)
Pending Woridine release currently lanned or ther release S36
aaDAa80 I 05/03/2073 Recovery may al I male payment arsacTorsareprezewt [Fults Change fra30 wir be
nasessonundergeing covery Potent affect payments, [Fi Develoaed-Thisis a problem Yat hanot been seen in ive ortestIdepioyed with
not sankng ransactone lewironments Observed at part ofa code eve. 73.0)
Being depioyedin 73.30
RGDDAISS I 16/03/2025 Western Union Recovery Loop Kori APADC during mANIRVC [Data Service Change ica
eearch a part of Receve Money transaction FixRequred- change to APADC srt to bring recover data downto
laiowed volvne off characte
RaOOAASSD I AAOATEORS I Branch anata rolover Into anothe Baachg Pevod as dock) Data Services Change rac
ati stckat B99, 5640086 erordzslayed unt alofthe. [Fix developed
branch roled over into Trading Period crrenly Seng ested
POL00337594
POL00337594
Pout Ofc ited Docent Gas
= Latest Status of Open Items (as at 01/08/2023) (et)
Append
°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 tI Fix Developed - Implement defensive code 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
ees planned as part of releases 72.30 / 36.10
gh closure process
780041099 [13/06/2022 Branch Trading Statement reports sI Queries to get this data from 72.30 - Deployed Pending Closure
10:41:50) after afaled stock unt Balancing Pe, =
fe Beso0 ra. (Criymeude ayihegihat states nex step = Gonune PHYOURh closure process
'RBDOAOE [2/09/2021] Recovery Senpte win APADC hava Process) i [APADC- Deployed Pending Clore
14:42:56 I serptng that n some cases cause detrimental inaacton Wanzaclone FC Deve
and branches Deployed 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
POL00337594
POL00337594
Appendix — Closed Items ~ Recorded in Service Now
‘Append into tables below any items that were in previous report, but now closed
POL00337594
POL00337594
‘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
POL00337594
POL00337594
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
POL00337594
POL00337594
‘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