POL00337616
POL00337616
Pout Ofc ited Docent Gas
Horizon Problems (formerly known as defects) - Latest Status of Open Items (as at 01/12/2023)
Current open Horizon Problems — (potential for financial impact)
Key Performance Indicators
Ser nvesteon 2 vei 2. Nopotentlfore finan impact, but coud couse
Fic understood being developed 3 ‘epooremperience
cee a TERT PRT TTT na
Fic developed- waking deployment in scheduledrelease I 1 fermen This ergot focuses onthe rast importans Horton
Co CO Problems tat have se potential to hove a faneoh
{Ging through losure process 2 Teen fa wag EET ‘mpoet
aie aoe
etait Sore> 30 atenteig pots work cop ote ‘Age Profile shows pysalqarceath pote war ae
+ "PROOAI7SA The Auto TCisnot working within DAG andrequiresabranchio I Esraiy are —fansmsio canals
eoniaet OSC fora TC. Fx bang deployed by Dee 12th fete ’
*+PRB000041762 = Drop & Go Recaps ode oor. Ft being developed for74 20 I astern fain siseaanenNa
(March 2024) Ferconen .
Update since last report
Changes to proces
+ Atgaduate data analyst hasbeen allocated to review data rom BSC cases
legped on MS Dyers tory ard identify branches that could have sues
Inked to open problems, oro deny potendl new problem records, wo
edionl Busnes Analyse al suppor: the work proves sucess rom
Tanary folowing the comracirfrtough prod
New Horizon Problems in ptiod
+" Onow Horizon Problem with potenti for nancial pact i ss month
(osed Hotton Problems in period
+ Oclosed records
+ 2am gong through dosure proces
Not: There ae2 pes of Horton Problems:
1. Potente havea financial impect on a branch
‘© reporting or realty willbe doneby sakehoberXretum rte highlight
which area of the business ae aceving/ fing this trae, hi ll
Commence rem next ment alongwith rete niohow voimprove on
recsing thee ress quicker
Release Dates (pending and deployed)
+ 87230 was deployed between 05/02/23 37/02/23
173.10 was deployed between 05/04/23 - 18/04/23
73 20 was deployed between 04/05/23 - 1605/23,
73 30 and 873 40 (one combined release) 24/08/23 07/09/23
1 R7330 was deployed between 15/10/23 24/10/23
73.60 and 874.10 scheduled between 01/02/24 and 09/02/24
7420 scheduled between OBI0424 and #7/04724
Chang Freeze to protec Peak Trading Period
+0000 Wednesday 22/11/23 190000 Thursday 04/1/24
Total Open / Closed Horizon Problems
(nce recording srced on Service Now in Sop 2020)
Type ‘Open I Pending I coved
osu
Potential for 6 2 I »
‘eal impact
PoorEaperence I 25 > [=
POL00337616
POL00337616
fice nized Dacursent Gasaton: NTERNAL
Appendix ~ Latest Status of Open Problems (as at 01/12/2023)
"PABOOAT73E I
18/09/2023
ADE ransaons recovered inthe oppose order tothe order they were added
Iwoulbe recovered fir nd so cannot ake seount the satu of she ther recoverable
[An AADC wansaetion can write recovery data so that
[te sss subsequoncy falls pero slement
Jemplesing sucessful he tansacion can be
recovered at nex agen.
FRAT
wsrieaoas
a8 ash hon sacng Job [ere ear ba ote Bast Fst Cah Re
[rensaconcanno: be refunded to each feusemer changes mind. ranch recurs cash
the ester chon they wihavea shore and» TC would need tobe ed
fesancs the branch
Data Sones Team To rev srs and ad rode
Jrourtothebasket Mayrequre Fuji development
RTT
TaiO ROS
he ut Transaction Corecion Tes ang along anges made Fer he
JRemediaon Project in Way 23. In Sept 23 3 WSG10802 was roducd to advise
leancnes to call 3S» Orop& Go varsacon sees to cash as previously auto TC
Jrouldhave xed these, bur ul this hed branches need to read this message and
lon: BSC fr TC be ra
[EB cantare) and APADE [Bat Sonica
[he plansco deploy she CD? change 7th Dee dormant
Joule APADC changes ade ous ther.
fhe APADC change 11th Due oe ve on 12h Dec
fares
PaDGORTTEZ
Berio
aed
rap & Go match The stl com nT TOCuL dows noX REh The GER ROMS
6 Account
fending overseas mates wth CDC (international Custom’ Data Capture} may cause
eeouns ion update carrey when 3 ml/slank weight transacion present inthe
ashes An example observed the amour debited rom the Drop & Go secour: doce
seatch the recip produced for sanding an verze mal em thi, which
lows a Parcllre Contract hezepance vansacion wth al/lank weigh aeady
[presen in de basket,
Fnbong dowloped by Faiaa
fhe AADC Stack ook Jp dca type should exclude
fzoms wih nllttank woigh: when using 2 WEIGHT
Jer rather than rang» NulDoimerSxeepon
[achicnaly any excopons during deterred acsons
frou say assim error message.
PROGID
Twa
JMeneyGram and Western Union Recovered Debk Card Wansattons sao Gath nak
ford
Neds Fading
Fx Required The skuton is dlvry ofthe Buresu
patund o Card C> which sere unde ato
ART
eR
pant ad Banking wansacons ae dcined whan a avd oney card Wansacion
fates the exact same as another transactions proceed
[orkine Changs
Fx Developed cfs issue where PAN’ are blank or
rave! Woney Card rasacions a3 card being removed
feleae 5:37
Woriine
Pending
fslese
br)
POL00337616
POL00337616
80040527 f24/05/2021]
[communications ios both short and longer term
caused issues with Pre Order Bureau transactions
lwthin ranch
Data Services Change
Requires Development APADC seating to allow transactions
to handie corretiyerrors during communication including
recovery process.
[APADC-- Deployed - Pending
Ciesure
RBDOATABO
osroz/z07:
Recovery may fail fmultple payment Vansadtonsare
present ina session undergoing recovery. Potential to
sect payments, not banking vansactions
Fujteu Change
Fx Developed: This ita problem that has not been seen in live or
lest emironments. Ooserved as partofa code review.
Being depleyed in 73.30
POL00337616
POL00337616
‘Appendix ~ Closed Items ~ Recorded in Service Now
POL00337616
POL00337616
‘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)-dzplaylogechange 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
POL00337616
POL00337616
‘Appendix — Closed Items — Recorded in Service Now
[bier
[Reference _}Opened_}Desciption Terger/nalense loses
90040553 17/06/2021] Git Vourhers = Iacviy logout for End-OF Session sets] Two changes to Gift Vouchers VansacTon I) As voucher added totransaction JAPADCSeriat Change 04/11/3031
17:09:14 causing vansaction to setticand recover creating Inascet, message dslayed edited: Agree with te Customer that a Gift Card 1:29:26
Jdupicate transaction worth 2c Amounts willbe added to the basket. The Git cad wl be
activated when vie basket has been setled and canot be reversed. Check the
recent for activation timescales aid in cash secure cath before setting
asket. it cards can be removed before setting aasket. 2} Once the custome
nas oa for voucher, and activation nas been suecessfly completed onine
there's curently a‘Successtu Actvation’ message ssiayed. This hasbeen
removed
RBODA0E32 I26/05/202aI When see pressed Tora Bureau Pre-Order Vansadton Removal ofthe Prev and Cancel buttons from be Vansadion postbarket — PL2O Raposo
12:20:34 where the basket ets to2e70,the'Prev button'sJsetiement is:08:36
ldsolayed 71.20,
780040803 05/0B/200I Glory Machine root of concept: Discrepancy lors] on I Giorvand thelr software provider Anluarextabished root cause andatix Blow MacNneFx I OW/TI/2027
15:27:34 Reenford Giory Deposit Machine lwitan the banking responses that ensures an asynenvonous response 7539
receved tie machine confirms to the eustome there was an isu returns the
money and Chip nd PIN card tothe customer and ass them to attemat the
decor again,
BG0 0505 OG /OR/ BOT SHRP INGDAGATOT Ss ae experiencing Wavsacona [error in coding on buld 106 dented Since reaplon eT SK Rwaenet__WERSSKBaTaIOT I SO/T/SORT
12:38:40 falures- Cash refunded incorrectly possile to ance! transaction sucessfully after partial cash tender ls passed to 4110:27
Ps. nbd 106, as art of service imorovement we tried to resolve the
chalenge of canceling a mixed tender transaction on SSK without POS changesI
eo tnatsSkcan return the cash when customer cancels the card Vansacion
ster depositing some cath as partial tender. One of the fagivarabie used to
track partial tener was nt eset correct fora unique sec flow whieh
caused this major incident This sa coding issue wnere one of the enterteria
was missed, Fed in NCR SSK bud 107
RBGDAGHDE [95704] DAI SK Transactions ae being observed reversing onthe SEK I Feed n NOR SSK Buld 107 ERK aTa TOT I S17TATIOTT
16:49:37 y the BRT team 1053.28
RBUDAOHDE [15/04] 2OAISK Apalcaon Dag: communication errr eondiion I FedTn NORSK Bald 107 NER SRK bara tO? [S17IRTROET
15335
POL00337616
POL00337616
‘Appendix — Closed Items — Recorded in Service Now
[Probie
[Reference Iopened _IDesrption Resolution [raget/nekase _Iclosed
80040891 [15/04/2021] SK Apalcalon bag: 1269 evor, Have with alowing [Fred n NCRSSK Bud 107 INCR sx uid 107 [31/12/2021
15:18:32 Credit Card payment type for bi payments
ROGDAOABS [15/04/2021] SK/ HBS integration problem: Home Shopping etura I tances have reduced with percentage of impacied VansacTons under OODER, [Nox requred I S/0S/I035
15:05:24 duneate causing SS fated basket settlement and caused by branch non-conformance- uodated training materia produced ~
no technical ie required
BOG ADA 5/08 /BUR SSK Part Payment of ard and cath eancelaons produced Fed in NCRSSK Bald 107 NeRSSKBuIE TOT — [RADA
16:45:34 receiptto indicate a refund's paid but cash isnot
spensed
BUG ADS 5/OG/ BON SK Sequence number rejects due to aerngnumoar I Fuedin NERS Bald TOT IRCRSSKBUTETOT —ISI/IZ/aOR
08:53:23 its by YesPay and HOS.
frRe0041553 2570472023) customer charged twice for Western union canceled [Data Servers Change Data ervicestie — [OaTTT/a0R
transaction Fixdevelosed
freoori51s 670372023] Westen Union Recovery Loop Ere WAPADC during [Data Serves Change Data vrvices te [23/08/2023
‘matt kYCzearch part of Receive Money vansaction I Fix Required - Change to APADC sat to bring recovery data downto alowed
ium ofieid characters.
frRe0041109)2070672072I Contactcss payment rejected by bank, customer hens [Fujtsy Change ra0 Teo 2028
08:49:25 cadinto rip & pinatsametime cerklogsinto2nd I Fx Developed -Imalement defensive code so the system handles thiserror
counter, causes basket 8 recovery tal condition
fpReco4t104)r470672072I Transaction Reversed Twice - By Existing Reversals and by Fults Change a3 7571072033
14:20:53 Recovery ation Fixdeveloped- Root eause hasbeen estabished and fies planned as part of
releases 72:30/ 36.10
fpRo0041160 170772032] ETop-Ua ease When doinga reversal toeancelan I Fujtsu Change 7340 TafiO/ROS
item, tems can remain selected and get srocessed [Fix bring develoned - Counter code change to ear the selection when the user
cancels at te selection confirmation message MSGODLA7- Being fied wth
2863
fPRa0041099]1370672072I ranch Trading Statement repons showingnowaero I Fujtsu Change F230 TEGO
10:41:50] rading Postions afer afaied stock unit Balancing IFixDeveioned
Period (BP) roiover attempt rom 8°99 to BP100 72.30
frRo0041552 2470472023 Branen unabe wo rolever Into another Balancing Period [Data Sen/ees Change Data Senvees Charge] 18/10/2025
a: stock nits stuck t BP99, MSG40086 ero dslayed I ix developed
ant all ofthe branch roled over into Trading Period
POL00337616
POL00337616
fice nized Dacursent Gasaton: NTERNAL
Appendix ~ Closed Items ~ Recorded in Service Now
‘09:49:39 in Traneaction
RBO041212 [23/08/2022 credit Card Payment is avalable to MoneyGram Fix created by Data Senices nthe form of a3 controlgroup. BUREAU canbe 08/05/23 4/10/2023
14:59:05 Customers apprepriately. paid for by Debit Card but not Credit Card
"RGOOAT 00 [4/06/2020] Traneaction loge reper I hour neorealy ater Cocke IThe eounter/BAL code corecly assumes that te tne window entered applen IFINGX 35.50 pavrio7a033
10:40:09 change where the report is run over the period the time I GMT or BST based onthe current date, but does not change that assumption for
changes 38.50 transactions that were made before the recent GMI/BST cleckchange. Counter
and BAL code change tobe deivered
RBOOA0622 [02/09/2001] Recovery Serpte within APADChave been found to depending on tne sequence of falure, The wey outcomes ater system Talore 08/02/2023 START
14:35:23 contain erors in seriting tat in some caves cause _Iare:L. The voucher wil be roled forward, ie, recorded as comlete if the cle
detrimental maact on vansactions and brancnes Indicates tat payment has been made; oF
2. The vouener wil 3e rolled back, voided. Tis means the voucher should be
immedatey redeemabie atthe same branch, In some lcumstances, may take
an overnignt process, o a cal to the move centre to resolve
i the recovery eerie nave Deen reviewed and appropriate fies applied by Data
Seviees
RBGOAGBLT [1/12/2021] Uses Locked Into Field Daring Foreign Currency Rem [Aix to prevent tre counter Wom lecingln these scenarios was desloyed F330 paarizyaon