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Horizon Issues Remediation
Programme — HI] Progress Summary
ember
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Contents
emg status of HJ Remediation ~ Phas
fem Proposed approach to Horizon Systems Improvement
fae Monitoring Remediation — Early Warning indicators
49
10
11-14
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HIJ — Progress Phase 3 Close
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Summary of approach to the Horizon Issues Remediation Programme
OUR VISION: To improve the Horizon user experience and Postmaster service, by re-establishing a level of trust and confidence
in Horizon — specifically with regards to platform security, data integrity and supplier management.
Horon Issues Remediation Programme mabiised:0 remediate Dolor approved Horizon Remediation work packages for Azo
‘against 15 ds. Phases 0 2, Phase largely now complete Stock Rom In & ARO Aude SAN
é 6 6 ©
Horizon improvernis ve across network supported by more
Consistont ways of working fo ombed susainod Horizon Chango,
Horizon System Improvemorts; Scape Options boing reviewed
Postmastor IT Working Group activaly involved in Horizon Change
wth postive feedback helping rebudiust and coven,
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HID Finding Theme(s): Sugs Errors Defects & Robustness
I oT) [Rane ease eee RI
x
[ Toveniewortmeme I [
2. Key Activities Deliverables
historical defects KEL:
(now Err Defects)
trackedin Service by POL wit Suppliers
‘aad staxeholdersto
Now unt action
rmonitr defects ats
Ss
Ss ma
Enbedded robust ond formal det &categarttion of Hoon defects led
voles tone Defect Tage Defer Thresholds
Seweekymeetngled Commonsetof its
Consstentyidentty __ Srweeky met bot
ented POLwitFatssto —_onaccpted defect
egy ceegees “athena
& ©
rainy of orzonta secre poser
\ecscoveredin th Hrzon pam or years
1x he fet tron of Heron Onn, wat
fey more robes an easy
eran betas score ruber of
gy ears rt deface Teper are area
aczees defect impactto
rors urgency for
A
owned by Post Office
Defect Tooling
Jira software tool uzed
acroze POL to capture
— Gefecte during testing
x
robust 0 rack and resolve Horton Defects led and owned by ost Office
Historical Dafect: Detect Tracking Defect Review Forum Defect criticality Defect Comms
Closed backog of Defect logged and Br-weekly session un POL stakeholders
Ieee Branch Hub &
Knowledge Article
within2 day SUA once
elect rized
Le]
Horizon sewers folowing pilot
Aye an
with focus on Postmaster
impact
‘het HG Alero and ferbeter thane I Horton egSokton ves ew of Horizon heath solton 2 change reduce the sk of new BEDS
Inathrt egy Horton or
torn AppDynamics AppDynamics eoeperrmyariny Reference Data
eect ete Roledoutzoution to psabagroti “Management
107 counters and 20 19836 counters
Enhanced processes &
contvoisfor managing
reference data
3. Remaining Deliverables
‘Ongving/eontinaoue improvement based o7 resorting & contro attertaton
Supporting numbers
Defect Management:
Closed the backlog of 62 historic KELs
New Defect management process ensures Branches are notified and kept informed within 2 days of defect being raised
More than 1300 regression scripts successfully tested
Horizon Governance
HDRF: 147 User & Data Journeys developed and 39 process improvements endorsed
HSA: Over 40 Horizon changes or improvements approved since inception
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"HID Finding Theme(s): Management of Cove Horzon OB (neh
Reference and Tard-Pery)
I[Ha Fnaings 6 II Remediation statue pore
[ Overview of heme lf 2. Key Activities/ Deliverables
KO)
“here ia entail kor erersin dana
tecorded within Horizon waren fa) date erty
(0) wanstr or procesng of daca in Honzon in
both he aga Horton and NG forms
alrence dat rel the operation of
Horzon anda erersin reference da have
led dserepanciesin branch accounts aan
Horzon was wrong (ue o buys, errs or
dete within Hontzon) and did no: ronal to
{hed par da, anual erecive fies and
issue of manual TCs would be underaken
‘The measures and/or conrels hat ested in
LegneyHrion and HNGX dd net prevent,
dete: domi, oper or reduce to an
‘errely low evel any ofthe fllowing ks
2) daa onary erors
1b) daca packet o sem level eros ied
dat processing ellecing and recording he
same)
fare detec, omec and remedy
seleware coding errs or bugs
orion Soltion Review
Engaged Postasters to
produce detinive i of
Securing Banking Data
implementa ofa Pl
complian Pyrens &
Sanking slain obetor
rranage banking
Horizon improvements
Improvements eros
tery, Drop & Go Top
Up and ase Cash, ling
reduce dserepances, and
rmtigacerokaf Postmaster
‘epilation
Moderation
igrasion of 30 fle
transfer routes to modem
secure sliton.
Replcoment of ho
voucher sithoreon
Plato with modem
toluon hin PO
Horizon Recovery Scripts
Implemented improvements
{264 Recovery serps halping
ensure dacrpancies donot
‘ccurin branches when
‘ransctons alto compete
sucessfully onthe eourer
Reference Dats
Enhanced processes &
ont tor ona
reference doa
Horton UX/ Ut
‘Streamlined lock aos of
‘counter sees by
Fermoving 21 redundant
product bcons making
raga Horie
(I
Transacton Correction
Improved analy of
ransactions for rik of
dscrepance
Q
Enhanced Testing &
Seles Menaperert
Improved governance
and igourin how we
Wore regular reas and
decal rogesion esing
werodiced
CO
‘AppDynaris
4836 couners folowing
pilot of 107 counters & 20
We
4) erorsinsho ed
sore of transaction record data and
©} shedata stored inthe conta data conire
no: beng an accurate ecrd of ansacions
stored on branch cermin?
3. Remaining Deliverables
~ By February 2025 we wil designed, tested end implemented # new Audt colon fo Horton enabing greater transparency on the
Ponemasion ete of Vansacton records
~ Welw hove siso competed the migration of over a 1000 fle transfers tothe new routing earvica
Supporting numbers
Defect Management:
Closed the backlog of 62 historic KELs
New Defect management process ensures Branches are notified and kept informed within 2 days of defect being raised
More than 1300 regression scripts successfully tested
Horizon Governance
HDRF: 147 User & Data Journeys developed and 39 process improvements endorsed
HSA: Over 40 Horizon changes or improvements approved since inception
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te Branch Recounts
THD Finding Theme(s): Wensgerent of Privileged and Remrate Access
I [Findings 7,20, 11, 12,13 [Remediation tats
svites complete and sustained in BAU
9
[ 7 Overview of Theme lf
2. Key Activities/Deliverables
Fuyjsu had the ably to Inserted or
data or detain branch
Iowedge or consnt ofS, but only fhe
‘Sid Gaba User war resent inthe branch
‘The BloncingTonsacion Too Fs
‘peel wiser» wansacion ni branch
‘ecous, Permission corres ypan the we of
‘he remote aces oi were coniered
inadoquae. Whi exsing, heroes vry wide
conrad ined bu nt bed io
lack of amy proper logs.
Wis: some Prileged User Logs ens, che
concent of helogs was considered imadoquato
ihe recording when user logged on and of but
not what thy were acualy dang)
Securty Reporting
More robust ond frequent
Horson Data Centre
Privdeged Aecouns,
Remote Aco, APPS,
Fale og, Break as
Serdce Now
Over 200 Conole
onelidsted nd moved
Global, SARTO, PARA
Account Reviews
peeved 230 Horizon
Global backetee
+ Raced raged
Acces accounts on
=.
Controls Teiing
POLIT Control Owners
teirole and
loud Securty
Embedded robust
for Herzonappetionsin
POLCtoud whch Fuss
Controls Adoption Surveys
POLIT Connrel Owners,
Adoption survey on new
proves ond traning
Posie feedback eceved
we
encheastng
Testing on Model Ofce
and Data Centre
Conducted ar
‘Seeary Aaa
Q
AppSup/Break hss
Process eed wth
areata emphasis on PM
CO
Pos Ofieand Fujsu were unable to prow 2
3. Remaining Deliverables
dar and precise answer to what in essence, 3
‘vey spe question How often was the
rere ad pidoged acess acy used by
Pot and Fuisu?
~ Ongoing/eentnuous Improvement based on reporting & controls abestaton
Supporting numbers
Defect Management:
Closed the backlog of 62 historic KELs
New Defect management process ensures Branches are notified and kept informed within 2 days of defect being raised
More than 1300 regression scripts successfully tested
Horizon Governance
HDRF: 147 User & Data Journeys developed and 39 process improvements endorsed
HSA: Over 40 Horizon changes or improvements approved since inception
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HID Finding Theme(s): “anagement of Discrepancies & Shorfals
[ta Finding 90, 35
[ T Overview of Theme
in
2. Key Activities/Deliverables
‘SPishad lied access oregon nd dia, a2
wll asalimiced knowledge regarding PO's
Comex back end yom. The
bly to vestigate apparent
shortly dseropances was
‘Ms dd no have acess many reports
rs
Togs (some ony avalabl for weoks} SPM
ould prin thee ous on paper rally but tess
were notuse end.
eral, Ms equred she cooperation of
POL tohlpimvesgate diseropances, 2 orm
that was ale an para impled tors
dented fer the Common sues deren.
SM cannot dispute a aserepancy, or any figure
fon Herzen, or rcord an Horton that hey have
‘sed a dopuve
“Thre have boon over 100000 TEs asd each
yr since 2006 to counter errs duet us
te. POL doosnethave comprehensive records
tof how many Tes that have Been chaengd by
Review & Dispute Discrepancy Management
Improved how
Alreropances are handled
and investigated including
Invoduced so allow PM 20
2 screpane investigated
Supper Tears and TC Volume
2 tranagerens processes —_—-~_/~
TeVolumes
Aewvly managed, rend
analysts completed, errency
‘houing 226% decreasing he
lume of Ts aspied
SPMshave been upheld
3. Remaining Deliverables
Ack (Tae) are ao
ted to rake corrections to branch accounts
{arore now automated lowing the "Ping" Bx
2 Sp\ihae no opons whesher to aecop Tas,
~The branen accountng improvements proposed as par of HSI wil alow greater viebllty oF vidual dlecrepences to Post Vaer=
‘heyhave co beaccpind in branch
Supporting numbers
Defect Management:
Closed the backlog of 62 historic KELs
New Defect management process ensures Branches are notified and kept informed within 2 days of defect being raised
More than 1300 regression scripts successfully tested
Horizon Governance
HDRF: 147 User & Data Journeys developed and 39 process improvements endorsed
HSA: Over 40 Horizon changes or improvements approved since inception
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HDD Finding Theme(a): Relance on Fujisu to Idenety Defects nd
{az Butons had been pressed in branch) was
found wth the Futsu aud dita ~ Credence
doesnot provide ths
htained through usu PO. was “pany
alan upon Fujitsu for diagnosis of whether the
Securenc of shoals war eased by bugs!
tro or defects whi Hrizo
Enhanced Testing &
Release Manapernent
Improved governance
andrigourin how we
More regular releases and
eveduced
CO
AppDynamcs
Aaled out sltion to
1836 coucers flowing
4
Gm g iota bet are == KO)
[ i Overview of Theme 1 2. Key Actvities/ Deliverables
The sre ela ye inaien = A om
3. Remaining Deliverables
~ We need to buld onthe POC Tor the capture of counter actvty log in erder to make hs data more readiy avaiable
Supporting numbers
Defect Management:
Closed the backlog of 62 historic KELs
New Defect management process ensures Branches are notified and kept informed within 2 days of defect being raised
More than 1300 regression scripts successfully tested
Horizon Governance
HDRF: 147 User & Data Journeys developed and 39 process improvements endorsed
HSA: Over 40 Horizon changes or improvements approved since inception
Proposed Approach to Horizon System Improvements (HSI)
We Have Created 3 Scenarios for Ongoing Improvements
In light ofthe delays to NBIT the Horzon Remediation
Programme nas undertaken a review of al remaining What das HSI look thet - £14 =
Hor zo Problem Statements
‘This eercse has evaluated the extent to which the issue
+ Exgoses Postmasters to risk of creating discrepancies
inbranen
+ Addresses the outcomes ofthe Horizon sues
Judgement (HU)
+ Asaresut, the 10 Horizon imarovements have been
prirtised for delverya HIS workstveam
A Formal Decision is Required in Order to Progress These Options
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Monitoring Remediation —
Reporting & Early Warning
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Monitoring Remediation
Technology Subcommittee - Monthly reporting
Technology
Dashboard
eof prleged or
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Monitoring Remediation
Horizon Problems (defects) - Monthly reporting
‘An executive summary of Horizon
problems (defects) s prepared
rmonthiyand circulated to
‘operational, legal & Historical
‘This pack arovides a snapshot
based on current Service Now data
‘of open problem records, an
assessment of citialty &
resolution status
‘This process's measured through a
szries of fPls aimed at ensuring
‘vanspareney and prompt
resolution of Horizon issues
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Monitoring Remediation
IT Controls Framework
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