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ICL Pathway Specification of Pre-Entry Event va. WMpRoii72
COMMERCIAL IN CONFIDENCE Date: 25/10/99
Document Title: Specification of Pre-Entry Event
Document Type: Proposal
Abstract: This paper contains a specification for a Pre-Entry Event for
Counter Managers. The event will take place prior to their
Counter Manager training and is targeted at those Counter
Managers who need preparation to enable them to get the most
out of the Counter Manager course.
Status: Final
Distribution: ICL Pathway POCL
John Dicks Douglas Craik
Jim Flynn Trevor Rollason
Liam Foley Library
Library
Author: Andy Barkham
Comments to:
Comments by:
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© 1999 ICL Pathway Ltd
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ICL Pathway Specification of Pre-Entry Event - Ref: IM/PRO/172
ion: 1.1
COMMERCIAL IN CONFIDENCE Dae. 25/1009
0 Document control
0.1 Document history
Version Date Reason
0.1 27/8/99 Generated as a proposal following workshop on 26/8/99.
Draft issued to POCL 27/8/99. Fagen review scheduled with S
Grayston (POCL) 8/9/99
0.2 9/9/99 Amended following Fagen Review
1.0 17/9/99 No changes since v0.2 - number changed for formal issue
1.1 25/10/99 Timetable changed to move Post Office Counters Ltd
notification of delegates to Week -13
0.2 Approval authorities
Name Position Signature Date
Trevor Rollason User Implementation
Manager, POCL
Steve Lovegrove User Implementation.
Manager, ICL Pathway
0.3. Associated documents
Reference Vers Date Title Source
0.4 Abbreviations
POCL Post Office Counters Limited
RNM Regional Network Manager
PSA Performance Standards Assessment
TAC ICL Pathway Training Administration Centre
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ICL Pathway Specification of Pre-Entry Event Ref: IM/PRO/172
Version: 1.1
COMMERCIAL IN CONFIDENCE Date: 25/10/99
0.5 Changes in this version
1. Post Office Counters Ltd notification of attendees changed to Week -13
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ICL Pathway Specification of Pre-Entry Event Ref: IM/PRO/172
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COMMERCIAL IN CONFIDENCE Date: 25/10/99
0.6 Table of contents
1 Background...
2, Overview Of Proposal ssccciscvscs csemnenase assem neers aaron a rmresTeA rere 5
3 Constraints Surrounding the Event ..........:ssssssesseesseessesseeseesseesnessnseseessesseesseesnenseeseesses 6
4 Timescales for Implementation :<.ic.cscosesseccavsccsnsersi sesnesssssatevnssn sonessecsstetn teaveresnseres are 7
5 Individuals Failing to Attend the Course
6 Positioning Within the Current Implementation Process.........:.s::ssseseseeseereseeeeneeees 9
T Bivent SpeCifiCaton axis eves sctvocsis smsncverseveetsaseoveresuseast catuewstascteavassiavetaaccivarh n teaser stent 10
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1 Background
Acceptance Incident 218 has been place on ICL Pathway by Post Office Counters Ltd.
The Acceptance Incident reads: “The Managers Training Course is not acceptable due
to deficiencies in the accounting modules. In the live environment the training given
did not equip the users to perform the completion of office cash accounts. This is a
basic Post Office Counters Ltd function that is central to running and accounting for
the Post Office Counters Ltd network.”
ICL Pathway, as part of the clearance actions for AI218, has proposed to provide
further investment to ensure the success of the Horizon programme. This takes the
nature of a management of change event prior to the training event.
This is to be for an estimated 20% of outlets (3,770 staff/agents). This is based on a
total number of 18,500 outlet installations. The event is targeted at those who may
experience difficulty within the existing training programme (and who may be at risk
of failing the PSA on first attempt). The aim is to bring these people up to a common
level of awareness prior to the training events.
ICL Pathway is making 4,440 course places available (based on a maximum
occupancy of 12 per course) which caters for the 20% of outlets as well as allowing
for a reasonable contingency.
2 Overview of Proposal
This document contains the proposed specification for a Pre Entry Event which ICL
Pathway will offer to selected Counter Managers prior to them attending the Counter
Managers training course.
ICL Pathway and Post Office Counters Ltd both recognise that there will be a number
of Counter Managers who will have difficulties in reaching the required level of
competence to operate the Horizon system. This, in part, is caused by their
unfamiliarity with automated systems which leads to nervousness and embarrassment
and reduces their ability to gain the most from the Counter Managers course.
The Pre-Entry Event is designed for those Counter Managers who fall into this
category. The event is intended to give users an introduction to the Horizon system,
which will help to prepare them for formal training. It will allow them to ask
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questions, discuss their concerns and have some hands-on practice on the Horizon
system in a less threatening environment than the Counter Managers course.
ICL Pathway will require Post Office Counters Ltd to identify potential candidates. It
is, however, essential that Post Office Counters Ltd are confident that the information
held is sufficient to correctly identify the target audience as Post Office Counters Ltd
will have to accept responsibility for concerns arising from users not identified by
Post Office Counters Ltd to attend one of these events. This does not remove ICL
Pathway’s responsibility to train users to use the Horizon system to the required
standard.
3 Constraints Surrounding the Event
The Horizon system_will be installed in }-is-assumed—that-aapproximately 18,500
outlets. will -beinstalled-with the -Herizen-system, ICL Pathway proposes that the
Counter Manager from each outlet willbe considered for attendance on the Pre-Entry
event._-and-A_ maximum ofthattup-te 20% of these Counter Managers will be selected
for attendance by Post Office Counters Ltd. —It-is-intendedthatICL Pathway will
deliver up to 370 events-of-approximately-half a-dayin-duration, for a maximum of
4,4403,706 users.
All 350 of the Regional Network M. il .d-to—attend trat
The-actual b £Counter-Managers-to-attend-th ts—will-_be-determined.
tof. jew_by POCL utilisine dat: imarily-fi ithin POCL 4
F y P = NEB
Resional Network M. Busi Ss tM: t- ete).
ei 7 PP SF a
ICL Pathway will provide these events on a limited basis. While a maximum of 370
will be provided, ICL Pathway will run not more than four concurrently (one per IP
Region). Part of the development work will defins the optimum days on which these
courses will run. Tea and coffee will be provided at the start and mid-point of the
event. The event will be run in either the morning or afternoon of a standard working
day (Monday - Friday).
The proposed event will lastlt-is-expeetedthatth: t will be hi durati f
approximately three and a half hourshalfa-day. Jt-is-assumed-thatlt will be run_for
10 to 12 users with each pair of users sharing a single terminal. onthe—basis-of
da £ iredt 2 thy db +4 inal d-bet 40 id
26-users-attend-eWhile ICL Pathway would not normally encourage delegates sharing
terminals, ICL Pathway feels that in this case it will help encourage discussion and
boost delegates confidence. Pairing = technig d-to-stimulate-di :
I el fid eee: 8 eee
Ss S
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Two ICL Pathway trainers will be allocated to each event. Given that a section of the
event covers Post Office Counters Ltd business practice, ICL Pathway believes that it
is important that a Post Office Counters Ltd employee deliver that section.
The events will be run as centrally as possible to the appropriate outlets, but ICL
Pathway will look to Post Office Counters Ltd_for guidance as to the preferred
location. Post Office Counters Ltd_must take the primary role_in the selection of
attendees. The Post Office Counters Ltd Region will define who is to attend an event
and where the event should take place. They will then complete a booking form and
forward it to the Post Office Counters Ltd User Implementation Team. They will
make a copy for the purposes of monitoring and will then e-mail it to the ICL Pathway
Training Administration Centre (TAC). Note that this e-mail must reach the TAC in
line with the timescales detailed in Section 6. Once the form has been received, the
TAC should liaise directly with the Post Office Counters Ltd Region on any issues to
do with the event.
Delegates may be expected to travel further than the 15 miles stipulated for a standard
Counter Manager course. Instead, a 30 mile catchment area as is used for the
Management Infrastructure Briefings and User Awareness Events may be appropriate.
ICL Pathway wishes to discuss the criteria for evaluating the success of these events
with Post Office Counters Ltd before agreeing any measures.
4 Timescales for Implementation
While the Pre-Entry Event is relatively high level, it will hold a key position within
the overall implementation strategy. It is therefore important that it is fit for purpose.
Achieving that will require careful planning and preparation and the involvement of
Post Office Counters Ltd staff at every stage of the process.
Some of the information to be covered on the course must derive from Post Office
Counters Ltd as it touches on business practices both current and future. The level of
Post Office Counters Ltd involvement in the development and delivery of the course
will be defined once the Pre-Entry Event is agreed in principle.
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Assuming that development of the Pre-Entry Event is authorised by 10/9/99, the
timetable for development is as follows:
¢ Post Office Counters Ltd Authorises Development - 10/9/99
¢ Post Office Counters Ltd and ICL Pathway agree course specification
- 17/9/99
¢ Post Office Counters Ltd provide their content input - 24/9/99
© Post Office Counters Ltd identify dry run audience - 1/10/99
¢ Development Complete - 1/10/99
¢ Dry Run to ICL Pathway - 4/10/99
e Dry Run to Post Office Counters Ltd - 7/10/99
e Amendment made - 11/10/99
© Course signed off - 20/10/99
Event Ready for First Delivery - 1/11/99
The delay between the Post Office Counters Ltd Dry Run and the first delivery
includes a 1 week period for completion of the acceptance process and a further 2
weeks to cover print time for handouts.
By Monday 6" September the majority of user training events delivered in support of
1999 installations will have been scheduled. Implementation of the event will not
therefore be effective until January 2000. ICL Pathway recognises that the event is
required as soon as possible, but sees in impractical to commit to an earlier date.
5 Individuals F
ing to Attend the Course
The situation may arise where individuals have been identified as needing to attend
the event, but may not be available for the course they are assigned to. In this case the
following steps should be followed:
1. The Post Office Counters Ltd Region should attempt to re-schedule the individual
on an alternate event if any are available.
2. ICL Pathway will send the individual a copy of the event handout. This will be
despatched at the end of the week that they should have attended their event. (Note
that ICL Pathway will only provide a maximum Of 4,440 sets of handouts for
delegates, whether these are provided at events or are sent out by post.)
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Should an individual who is not on the attendance list arrive at an event, they will be
refused entry. This conforms with the standard practice used on all events provided as
part of the Horizon programme. They will be advised to contact their Regional
Network Manager, who will liaise with the Post Office Counters Ltd Region to try and
arrange for them to attend an alternative event.
6 Positioning Within the Current Implementation
Process
The proposed provisional placement of the Pre-Entry Event is as follows:
ACTIVITY TIMING RESPONSIBILITY
ATTENDEES & COURSE LOCATIONS I} WK - 13 Post Office Counters
IDENTIFIED Ltd
USER AWARENESS EVENT INVITES, WK - 12 ICL Pathway
SCHEDULE EVENTS/ ISSUE JOINING I WK -8 ICL Pathway
INSTRUCTIONS
USER AWARENESS EVENT WK-7 ICL Pathway
RUN PRE--ENTRY ASSESSMENT EVENT WK-4/ ICL Pathway /Post
WK -3 Office Counters Ltd
FORMAL TRAINING COURSE WK-1 PATHWAY
The timings are based on the start of “go live” at the outlet. The formal training must
be carried out no more than 5 (five) days before “go live”.
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7 Event Specification
Please note that this is a draft specification which is subject to agreement and
discussion prior to the dry run of the event. The event will last between 3 % and 4
hours. Exact timings will be determined during the development period and
confirmed at the dry run.
Introduction
¢ Welcome by Trainer ICL Pathway
e Venue administration — Fire, Smoking, Toilets, Breaks,
Mobile Phones
e State Main Course Objectives
e Introduce Course Materials - Briefly introduce
Workbook, QRG’s, Exercise Training Folder, APS
Cards and any other receipts etc
¢ State Course Agenda with approximate timings
¢ State policy on Questions, state that a Training Mode
exists for use in the office
e Any Questions?
Demystifying computers
e Hardware Overview ICL Pathway
e Briefly introduce each component of the system
e What is a processor
© What does the monitor do
e How is the keyboard laid out, and what does each
bit do
© What is the bar-code reader and what does it do
e What can you print on and what is the difference
between the two printers
Standard Balance Process Terminology
¢ Explanation of Balancing terminology Post Office
Counters Ltd
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Ref: IM/PRO/172
Version: 1.1
Date: 25/10/99
¢ Suspense Accounts
¢ Stock Units
e New Balance Process terminology
Manual to Horizon Process changes
¢ Overview of current manual processes
¢ Daily procedure
e Daily / Weekly Summaries
e ONCH
© Cash Account
¢ Overview of new automated process
e End of Day procedure
© Daily / Weekly Reports
e Stock Units
Post Office
Counters Ltd
Familiarisation and Hands on in Horizon
¢ Log on (username TCC567, password TCL1234) — key
messages on training course
e Username is you.
e Password for security.
e Introduce the Desktop menu
© Mention 2 or 3 of the main icons and the icons around
the border and stack
¢ Mention Padlock, No Entry and three dots/bent arrow
e Introduce basic navigation i.e. from Desktop to the
Serve Customer menu
e Introduce the Serve Customer menu
e¢ Mention the 10 most popular PO products and N
Ireland icon
¢ Introduce the Other Products menu
¢ Mention the groupings of like products i.e. GiroBank,
NS, Licences
e Restate the Objectives for Getting Started
e Any Questions?
ICL Pathway
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Question and Answer Session
Free format session for delegates to ask any questions they I ICL Pathway
have about: Post Office
e the Horizon system Counters Ltd
e the implementation process
¢ the business reasons for Horizon system
This session also allows delegates to voice any concerns
that have about automation
Training Mode
Demonstration and hands-on practice in entering, I ICL Pathway
exiting and using training mode such that users
become aware of the existence of training mode, the
services and benefits that it provides such that when
on the training course, if users feel they have not
understood something they know they can practice
it back in their own outlet using training mode.
Also to make people sufficiently aware that they
make best use of training mode.
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