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Sue Richardson
Project & Standards
Mancuer WELCOME
Thursday 12 January 2012
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Timetable
We have received lots of feedback regarding the
Timetable, which has all been captured.
The changes to the Timetable will be made after the
Minimum Service Standards are reviewed, as this will
have an impact on the content and time of many of
the sessions.
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Training Review
David Patrick
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Feedback Resolutions — Classroom Ge)
Subject: NS&I session 59 & 60
Feedback from Julia & Rita relating to recent product offer changes
Sessions slides were amended in November to reflect these changes and
are now in operation
Subject: E Top Ups session 47
Feedback from Frank
*Slide 18 to be removed as it’s on a handout
Remains the same — slide simply adds a visual confirmation of product
knowledge
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NS&I
following NS&'s decision being announced 3rd Nov to only offer its main savings products through its direct channels of post,
phone and online by July 2012.
From 28 November 2011
We will not be able to accept new applications to open NS&d Investment Account or NS&I Easy Access Savings Account.
NS&d will begin notifying customers from the end of November to explain their options.
From 21 May 2012
Existing customers of the NS& Investment Account will only be able to manage their account by post directly with NS&I.
On 27 July 2012
The NS&I Easy Access Savings Account will close to all remaining customers. NS& will notify customers to explain their options.
Other changes
From 28 November 2011, product material for NS&I Income Bonds, which is already a direct only product, will no longer be
available in branches,
NS&I Children’s Bonus Bonds will become a direct only product by March 2013. Full details will be available in 2012.
NS&l will remain a client of Post Office for Premium Bonds, which is by far the most popular NS&I product that we offer in our
network,
E Top Up
Objectives now achielved:
You can now:
Introduce the features and benefits of Post Office Phone Card.
Process mobile phone Top Up transactions
Process mobile phone E Vouchers
Frank noted that he had no issues with NS&I slides or sessions 7pt1 & 5 Take over a Stock and Datestamp
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Feedback resolutions - Classroom
Subject: Regulatory Compliance session 7pt2
Feedback from Frank
Slide 22 relating to retention of old paper based ID form P4690
Suggests to delete slide & add to notes
To reinforce message slide will remain
*Slide 30 — the video (if available) duplicates message
Video will remain — again to reinforce message
*Slide 4 says ‘Activity One’ ... there are no other activities!
The word ‘one’ will be taken out!
Post Of
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Note to self - establish when the last paper based form was required to be completed - if more than 5 yrs then consider
deletion
Subject: Regulatory Compliance session 7pt2 cont'd
Feedback from Frank
Escalated to Georgina Blair — since resolved?
Feedback from Pete
Compliance workbooks and learning packs should be issued to delegates for
reference.
Escaiated — but no budget — suggestion not implemented.
FOOTNOTE ~— The full Regulatory Compliance session 7pei is
currently being reviewed by Georgina Blair /
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It is believed that compliance tests completed via the Intranet now do state the test completed
Feedback resolutions - Classroom
Compliance receipts done on line do not have state which test has been passed.
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Georgina Blair (Risk and Assurance) - now in charge of Reg Compliance training material - looking to possibly include the
Bribery act in the session
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Training Review Classroom and
On-Site Dec 2011
Frank Martin
Classroom Sessions 16, 51pt1-2-3,52.
On-Site 12-21-40-49-71-77-81-82-83-84
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FSA Feedback and my actions Qe)
Classroom
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Blue Cashcheques transaction especially is now very uncommon and could be
covered on site if necessary this would give more time in class to introduce
Paystation and stress to the delegates’ how important Paystation is to the future of
the business rather than spend time on paper based transactions that we as a
business are moving away from.
Agree we can take out the session as we cover HMRC cheques in the same session
which covers security etc, will look at Paystation session once the timetable has
been reviewed. There is also a session on these in the rural transaction guide that
can be used onsite.
Day 2 ~ add Postage (16) and Cheqs, Deb/Cred (51) card to second day
Follow on with Post office card account 54 pt 1 and Per/ online Banking 51 pt 3
We will look at this when we review the timetable
» Sipti,51pt3 & 54pt1 - Merge these three sessions and allocate the time to cover
properly. They all make use of same technology on HOL and can be run well
together. As personal banking cannot be processed on HOL just to give overview
only on these.
We will look at this when we review the timetable
+ DWP answer sheet - Full driving licence if paper one, or full/ provisional photo
driving licence
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FSA Feedback and my actions
Classroom continued
Timetable needs adjusting. Too much information on Day 1. Postage, etc.
should be on Day 2 with Day 1 covering the admin sessions, Compliance,
Securtity, etc.
We will look at this when we review the timetable
*Session 51pti cheque/debit card would be good to have a slide to say what
we can and can’t accept cheques for.
*No, and the reason for this is we could be constantly changing the slide if
the way we settle a transaction changes, bill payments normally have the
method of payment on them, there was a communication sent out to
branches listing products we can no longer accept cheques for, and we can
use debit cards for most transactions and if their not sure we all ways ask
the customer to try anyway.
*Day 1 is overloaded. Suggest moving Cheque acceptance to day 2 (see
timetable).
«We will look at this when we review the timetable
-Combine the Cashcheques and DWP sessions which are very similar There
is no need also for 2 separate questionnaires, these could also be combined.
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On-Site Feedback and my actions
No Feedback on Sessions covered onsite so no actions required.
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Training Review
Julia Mann
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Classroom - Feedback
1. 70/72 international Letters etc. Slide 4 - Plain text with
3 headings and list underneath of what can be
enclosed in each. Wings are stupid. (Frank’s Team)
2. 70/72 international Letters etc. Slide 9 - As ali others
of this type. (Frank’s Team) — Sending overseas
conversation
3. 70/72 International Letters etc. - Add cash and
jewellery must be sent in polyops, counter focus has
picture. (Frank’s Team)
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10 minutes
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Classroom - Feedback
1. Not implemented as the aim here, is for delegates to
use HOL Help to define the 3 rates of international
Mail — Letter, Smali Packet and Printed Paper.
2. Sales Team are currently updating/re-designing slides
and conversations.
3. Not implemented as I checked HOL Help and couldn’t
find any reference that states cash and jewellery must
be sent in polyops. When I enquired about this further
and asked the contributor where a picture of a polyop
could be added the answer was to slide 23, however
there isn’t a slide 23!
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On-Site Feedback
1. Ready to Serve - Change to a form that is completed once a
week (Monday). (Julia’s Team)
2. Ready to Serve Document to be completed weekly rather than
daily. By the end of week 1 the Postmaster just goes down the
list and puts a tick against whatever was ticked the previous
day without reading the question and consequently the form
loses it value. (Rita’s Team)
3. Ready to Serve document is useful for new agents to prepare
themselves. Maybe not to be used on a daily basis when they
are more used to the job, but new agent feedback has said as
an initial aid it was very useful. (Rita’s Team)
4. Ready to Serve - This requires the PM to do a check every day
which is too much and not really required. As a result, they
tend to do it for about a week or two and then forget it. It would
be better if it were a ‘once a week’ task and maybe the (2)
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On-Site Feedback
All of this was discussed, and although the general
feedback was to change the Ready to Serve document
from being completed Daily to Weekly, due to Retail
Standards it was decided that some areas could be
checked weekly others still need to be completed every
day.
Although most new Postmasters may stop completing
this document after a few weeks, the importance of the
Ready to Serve document should be explained as if it’s
not followed, themselves and customers of theirs
could be at risk.
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On-Site Feedback
This document was also shown to and discussed
with Mark Lawrence, he thought this was a very
useful tool in all types of Branches, especially as
the Network Transformation Programme is soon to
begin.
Further changes were then made, including adding
Confidential waste dee Yea as per guidelines
Microsoft Word
Document
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Training Review
Sandra McBride
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Classroom Feedback
* Lose all out of date material being sent to CTO and in
prep box.
* Prep boxes have missing handouts/brochures.
* Prep boxes - out of date leaflets included within.
Action Taken
« Requested specifics from contributors as to what has
was out of date. The process of checking changes to
leaflets at Stock Services was inconsistent and not
always completed. A new process has been
introduced so the items are now checked on a weekly
basis so that out of date items are replaced in Training
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10 minutes
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Classroom Feedback
* Could the sub postmasters be issued with a simplified
version of the toolkit that was given to WH Smiths
managers, we think this would save on interventions.
¢ Unfortunately the answer is No. Most of the
information is available on Horizon Help and in hard
copy format the toolkit would go out of date very
quickly so is deemed as a Business risk. It would also
be costly to produce and maintain.
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Classroom Feedback
* DDA pack — is it sent to the office or do they just inherit
one? Or could they have one sent to them with the joining
instructions so we can cover it in the classroom.
« The DDA Pack is posted out to the new agent by HR as
part of the Welcome Pack.
« Embed DVD’s into the sessions. Example — mails session
DVD session 18. This was very advantageous.
« Yes, this will be done if the DVD’s are available in the
correct format.
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Classroom Feedback
- With the current format we can tell delegates’ How to do
something and let them do it on the horizon terminal. But we
cant “Show Then’ in a full classroom could we have a spare
kit in the classroom are more HOL screenshots in the
PowerPoint presentations.
This would be too costly to have spare kit and there is
currently no budget available. Each delegate has their
own kit to be able to navigate themselves.
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Classroom Feedback
- 80 Feedback & Closure - Last few slides could be in a better
order.
“The slides have been rearranged and added to EASE.
*it would be useful to ask a member of the Sales Team to take
a 1%- 2 hour session on sales as they are more experienced
than us.
“All of the team received training on the new sales
sessions from a member of the Sales Team in the spring.
The Sales and Service Team are revising conversations
which will be ready for Q4 then we will look how it
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On Site Feedback
* Would like to see a place where comments can be left by the
on site trainer, e.g. Subpostmaster generally very good
however there was an issue when his Paystation crashed
three times in one day or Subpostmaster had his rubbish
stolen whilst I was on site. This would assist with the PTC
process as whoever was completing this element would have
an understanding of any problems the Sub was having.
*Email sent to Chris G to add to PSA or other suggestions
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On Site Feedback
* Introduce the sales model to Sub Pm and coach them how
to coach their staff by using the science behind the
conversations. Also how to run focus days and staff warm ups
“The Sales and Service Team are revising conversations
which will be ready for Q4 then we will look how it
impacts on the sessions/training.
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On Site Feedback
¢ I haven't really done that much on-site training, however I
don’t see there is much change here. The main issue I think
on site is training a new PM to run a well managed branch
and some time in a classroom setup going through basic
routines, i.e. Remittances, MVL procedures etc I am sure
would be useful, let’s call a one day induction.
*Email sent to Chris G for more information
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EASE Feedback
* Set-up a group to change and test what goes on EASE.
People using the system regularly should control more of what
is on it and where it goes.
« New items are tested prior to being added to EASE. To
make this more visible I will inform team of who tests new
documents /processes via the Audit Update, etc.
+l find EASE so cumbersome and out of date. This is the
starting point of all the other bits, so needs to be user friendly
and up to date.
*We will be moving EASE to SharePoint in the next few
months where it will be updated. There will also be a
much more efficient Search facility. Further feedback will
be sought then as we do currently. 5
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Training Review
Adrian Paling
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As a result of feedback from the whole team a number of change requests
were made.
the
GIG: Es
The Sales Team have input
into these sessions also as they are responsible for the conversations and
compliance for the individual products.
The following slides are broken down into different sections for ease of
review.
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Lose
Sales Session - Too long a session , delegates don't like it and don’t participate, (General comment on all
sessions. Not specific to an actual session).
‘This relates to all conversational ssions and is dependant on number of participants and
their willingness to participate. Conversations under review by the Sales Team
Session 6 Credit Card - We can only refer to the leafiet
We are obliged to keep this on the timetable if the Sales Team request it. Session is still valid even
though we cannot process in branch.
12 pt2 Perfect Branch - See no benefit to this exercise
42 pt2 The Perfect Branch - The content of the slides is poor and basically is already covered in the
sessions Business Awareness, Customer Service and The Secret.
Slides are set by the Sales Team and are currently under review. The exercise is designed as an
end to the course (for most) which enforces knowledge of conversations. It is dependant on the
number of delegates/willingness to participate. No change required to slides, they are just summary
slides building up to the exercise. Could be moved to before Stock Balancing session as delegates
just want to go home after that.
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Lose continued........
insurance session is far too long. Could be split and use session on Car Tax to introduce
car & bike. Home insurance linked with redirection etc
Handout — The secret assessing conversations - More beneficial is to replace this with the ‘Science
behind the conversations’ ( to go with the Minimum standard conversations handouts.)
No change required. The ‘assessing conversations’ handout is to forse the slide. The ‘science
behind the conversations’ is a 19 page document and is not designed to be given out, more as a
reference point although it can be printed as required. This document may change under the current
Sales Team review
The Secret - 45 Slides!!! This whole session does not work & is unnecessary if the sales
aspect of our transactions are delivered well.
Slides are designed by the Sales Team and are currently under review. The session is designed
as a pre-cursor to doing the individual sales sessions showing the science behind sales. Is the
issue more to do with the wording on the slides/notes than the session itself?
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Lose continued......
65 Homephone & Broadband - Slide 7 & 11 on handout
No change required. Minimum Standards conversation slides to remain as per ail other
sessions. These are under review by the Sales Team
Minimum service standards 9/05 - colours, cant read, coloured blind people cant read.
States on school for blind, red and green unreadable.
Minimum standards - Sheet 11, 4th triangle along writing unreadable.
Minimum Standards conversations under review by Sales Team. I agree the colours are not ideal.
Red and green is designed to be like traffic lights suggesting a route to follow. The handouts/slides
could be changed se that the question box has a red or green outline but the in-fill is white with black
writing. This wouid still be identifiable but easier to read. The best practice is to read from the handout
rather than the presentation.
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Add/Change
64 Savings - Very wordy slides, could do with a lot of simplification & most of the detail in the notes.
64 PO Savings ~ Over complex with delegates being bombarded with features on all savings. Let's
use the HOL kit in practical support of products and services ie concentraie on instant Saver which
can be processed on HOL, and also premium bonds which again can be processed on HOL. Quick
overview showing web site on our other products.
e Sal m ha ES {the content of tis session. Inputting on HOL is an option but will add
time to the course. itis a ‘scan barcode’ transaction so not hard to do. Time is better spent doing other
practical's. The Savings session now has an extra slide showing direct sales products (as of 01/42)
12 Customer service - Better if merged with session 1 Intro, too late in the course by day 2
No change required. The ‘intro’ session on day 1 is an introduction to the course itself. Session
12 Customer Service is a pre-cursor to Session 12 pt 2 and sets the scene for that session.
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Add/Change cont......
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Insurances, link them to sessions -- example, home insurance linked with redirection rather than 3
hours on insurances.
Concentrate on practical ‘Customer Referrals’ exercise using Car Insurance / Home
insurance. Can't remember if we can completely process Over 50 application on HOL in
classroom. If we can have an exercise on taking application and in depth selling scenario
using Over 50 Prospectus.
Insurances - Very brief overview on Insurances and where to access info ie website, or Help.
Inputting on HOL is an option but will add time to the course. It is a ‘scan barcode’ /follow the
prompts transaction so not hard to do. Time is better spent doing other practical’s. No harm in
doing a customer referral transaction but can be at discretion of instructor rather than a scripted
transaction
Could be linked into other sessions but would mean a lot of work and agreement as to where
they would sit best.
Session is under review by Sales Team so best to wait until outcome of that.
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Keep
Minimum Standards Conversations handout very good starting point for delegates.
12 pt2 The Perfect Branch - no issues
61 insurances - no issues
The above points seem to contradict other feedback. This seems to suggest that the sessions are
only as good as the delegates/instructor make it. Some people embrace the sales sessions whilst
others simply read from the notes. is it a confidence issue in the delivery of the slides that has this
effect? Do we need to give extra support to those delivering courses or can the slides be better?
There could be more notes but then you are in danger of them sounding too scripted
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Issues
My feeling is there should be a course written completely from scratch that is aimed specifically at someone
who will have to run a branch by themselves after a couple of weeks or so. As a for instance, we could
cover Rem’s more fully.
The notes are very full now almost scripted and even though I tried to follow them I found I was talking
ahead of the slides. I do find it hard to train with the notes in front of me meaning that i have probably
missed something that was important. When I was running courses back to back I developed my own style
and more importantly, made changes. So the next course always ran smoother than the previous one,
unfortunately this doesn’t seem possible now, which I fully understand
I didn’t really understand slide 14 in session 9, and there are no notes. The notes for slide 6 say, ‘you may
have seen this before’, when did the delegates see this slide before? If we are going to simply put another
presentation designed for a different type of audience into the course, can we at least make some changes
to reflect what we are about? In fact i wasn't comfortabie delivering this session as although it clearly is
important, I didn’t feel qualified to deliver it. it is clearly designed to be delivered by an experienced sales
manager.
General comment on running a course. {f oes sucases
y. Slide 14 on Session 9 The Secret is a little confusing. It seems to compare branches that have
been on a sales workshop for Mails against those that haven't although it is not too clear what it all means.
Do we need someone from the Sales Team expiaining/running this session at one of our Patch meetings?
Hopefully this is under review and it will become more clear. Notes on slide 6 relate to the instructor seeing
the slide before, not the delegate.
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Issues cont.....
Minimum Standard Conversation would have been useful if they had it sent to them with the distance
learning pack so they would be able to look at it in advance so as to see what they would be doing
when we cover the perfect branch
No change required. Previous feedback suggested too much was in the DLP so it was reduced
dramatically as a result. Minimum standards document is introduced eartier in the week so they
are aware of the conversations and have practiced them a number of times by then anyway.
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Timetable feedback
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Focus CTC on core products and leave sales until a later date
No change. Need to embed some sort of sales cas from the outset. Itis the best environment
to do this in the classroom as there are no other distractions
Spmr’s feel the sessions are too rushed. Too much info in a short period of time (Three
people commented on this)
Sessions are only as fast as the slowest delegate. Maybe the ones saying they feel rushed are the
slower delegates? There is a lot to do on each day so some sessions may feel rushed but instructor
has to take other variables into account. le. Bus/train times, travelling and even room availability times.
Not long enough in classroom.
We had this when it was 10 days long. There will always be somebody wanting longer.
Not enough practical sessions. More opportunity to put into practice what has been learned. (three
people commented this way)
Agree although it is at the instructors discretion to do random practicals as time allows. Most delegates
are in by 08:50 so could do some transactions then using spares in the branch. More practicat's have
been built into the new course.
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Timetable feedback cont.....
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Day 1 of the counter training course is too busy. To do the Introduction/Horizon/Stock
unit/Postage/All the mails/ Cheques/Postal orders on the first day is too much for them to take in
1st -2nd-recorded delivery-special delivery is too important. The Mails session needs to be changed
to a first session later in the week. (Ail NFSA’s who deliver CTC said this)
Agree on this but proposed new timetable has moved Cheques/Debit cards to day 2 and allowed
exira time for RM transactions.
The Insurance and Moneygram sessions are only available to delegates who do Passports/MVL.
Moneygram can be done onsite really quickly and maybe the insurance sessions could be
spread onto each relevant cross-selling opportunity's transaction. le: Home Insurance could be.
introduced during Mail Redirection. Car/bike/van could be done whilst doing MVL's. This would
mean a lot of work though as each session would have to be changed to include the sales
conversations which are under review.
There should be 15 mins each day for delegates to complete their PSA.
I would suggest, and this is done as best practice in my team, that the PSA is completed
at the end of every session rather than at the end of the day. It is still fresh in their mind
at that point.
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Summary
You are probably all thinking that I haven't done much here and you are
correct to a certain extent
The sessions ‘or wric SpOnsS y are mainly © < by the
Sales Team so until I know the ¢ outcome of their review I can n't do much
either. New conversations will be coming out shortly so that will affect us all
in the New Year
The feedback I have had has highlighted areas for improvement. Hopefully
some, if not all of these, will be addressed by the Sales Team's review.
(25)
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Training Review
Bob Collins
Delivery time 15 minutes
No changes requested by anyone in the team for either on-site or classroom, with some comments listing responsibility “no
issues”.
Reference to some timings within classroom course. To be dealt with in general timings review.
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On-Site Ge)
*Greenfield Pack
*Grapevine
*Follow-Up Balance Process
°T.C. & Suspense Account Handouts
eLottery Handout
[DateTime]
Greenfield - have worked on pack with Cheryl Wingfield and Gillian Alstead throughout year to update pack with support from
Chris Pereira, Gaynor Davies and Sean McCaughey.
Grapevine - Liaised with Dave Pettitt to cascade Grapevine to all FTL’s WTL’s. With information and agreement Grapevine
updated supported by Dvae Young and Neil Stewart.
FUB - Agreed new and better process with Anne Allaker, re-wrote and placed on EASE August/September.
T.C. & Suspense. Handouts modified to match any change.
Lottery Handout - V3 of 81/2 updated and tested (DY) October to reflect changes to icons and process.
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Classroom Ge)
«Security
*POCA Pt 1 and 2
*Redirection of Mail
*MoneyGram
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Security - Session updated and placed on EASE with stakeholder agreement/input during the summer.
POCA - Updated to match any changes during the year.
R of M - Handouts revised with Anne Lealman’s list of big errors last spring placed on EASE with support from Anil Chowdhry.
Moneygram - reviewed and no changes required,
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And finally
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Training Review
Chris Gilding
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Lose
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Classroo
Response ie what if any change
Q3 customer has £5
sti Contribut
Lose I m/ OnSite Description made or reason why not.
or
iPTC
Lose I Classroom I 46 Cash Management - Julia No change - Important to stress the impact on
Relevant only to Sub business profitability for all to see.
Postmasters. Can be
covered much better on
site.
Lose I Classroom I PSA-daily-Afewseconds I ChrisG I Agree best way forward (a) as listed here or (b)
after each session is all that formal sessions remain. Await outcome of
is needed for trainees to timetable changes in Qtr 4
enter any comments on
their PSA. We also have 1
¥ hours on the last day to
if necessary.
Classroom tro H&S - Wercing on Frank “interesting” removed
slide ¢ “interesting” about
yourself.
Lose I Classroom I Business Strategy - 3/4 Frank Was updated in June 11
shows values as FACTS
Lose I Classroom I Introduction to horizon 8/1 - Frank Was updatedi to £6 on 7th July
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Add / Change
Classroo Response i.e what if any change
Change mi Description Contribut I made or reason why not.
a OnSite / i or
(Change I Ciakeibbin I HOL Help - Exercise similar to that vulia as this is an exercise in navigation
Tor CON's, Use questions that we only. However 3 questions have been altered to
know will be asked in branch eg cover regular searches..
DVLA VED; stores catalogue;
country codes; customs
prohibitions etc
AdgiChange I Classroom — I PSA - Retention - how long? Who Lee Retention Periods listed at end of guidance
it's sent to ~ Contract Admin Team notes,
not branch support Team
AddiChange I Classroom I PSA needs to be revisited as we Pete More detail required
feol at the present it does not give
a guide to how the delegate has
performed in the classroom.
AddiChange I Classroom — I Stock balancing is only 2 slides Pete 2 new slides added to explain balancing
and that is taking about cash terminology and accounting procedures for
management, which has already Gains & Losses
been covered in an hour's session
ltneeds to have more reference to
cts of balan for
TP and BP, ret
discrepancies’ settling centrally,
transaction corrections and rems.
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Add / Change
Classroo Contribut Response ie what if any change
‘ a ‘ontribui
Change I m/ OnSite Description made or reason why not.
or
PPTC
Add/Change I On Site PSA Alter PSA so if you Rita PSA Updated so that Name and Branch from
mark a subject as Red Cover Page flow through te Action Pian. On
then a comment feeds site tab has button to click if any RED items
through to the action plan appear, these will then flow through to the
{make it the same as the Action Plan, New tab added for PO Local on
CAT reporting tool),
‘Add/Change I Classroom I Add more information Linda slides added to explain balancing
regarding how a branch terminology and accounting procedures for
works difference beiween Gains & Losses
office & stock unit, TPs &
BPs, how Horizon
accounts for transactions.
Add/Change I Classroom I 184 intro H&S - Frank I As above
“something al
yourself.
Add/Change I Classroom I Business Strategy - New Frank I Was updated in June 11
values are FEB
Add/Change I Classroom I introduction to horizon 8/4 Frank I Was updated to £6 on 7th July
- Change this to £6
Add/Change I Classroom I 1 and 4 session H&S - Frank I Version 1.4 - changes to Location
slide 44 mis speilin,
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Add / Change
Classroo Contribut Response i.e what if any change
Change I m/ OnSite Description ontribut I made or reason why not.
or
iPTC
Add/Change I Classroom Slide 3 H&S - add the word Frank Wording changed to - Mobiles - switch off.
NO TEXTING on mobiles. Only use curing breaks, your full attention
is required. The CTO nos. should be
passed to delegates as an emergency
contact
AdgiChange I Classroom I H&S slide 16 - Green line Frank No change as H&S is an overview session
around items for 1kgms only, con't want to get bogged down in too
plus much detail. Also Green Line is no longer a
requirement. Parcelforce session covers
this.
AagiChange I Classroom — I Introduction to horizon Frank Notes added to slide 6
trainers notes - Add after
slide 5 but before 6,
detegates need to fog on with
the cto user name, create
themselves, THEN they log
‘out and log back in using
their new user, Then
complete the practical
exercise
AagiChange I Classroom I Ses 46 slide 3 notes - add in Frank Explanation of how the sum is calcuig
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Issues
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exercise crucial to the new
course to ‘sow the seed’ of
the importance of the Help
function was not in my prep
box (2 weeks ago). I had to
print off my own copies.
Confirmation required that
this will in future be
included.
Classroo Contribut Response i.e what if any change
issues. m/ OnSite Description ontribut I made or reason why not.
or
iPTC
issues Classroom The new Heip navigation Chris G
Sandra confirmed that 8,2 is a Reprep item,
8,3 is achoe and should be printed by FSA's
as required
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Training Review
Lee Heil
Post Office®
Welcome everyone and give a brief description as to what this is all about.
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Onsite
The staffing levels at some PO Local's. itis No change as Classroom courses for PO Locais
impossible to train out back on and ail the sales being introduced during rollout
assistants and keep the branch from being error
free.
Bob Collins
Onsite too short at times - Once the transfer audit Standard training package. The training
is done, the balance is shown on a Wednesday package would have to increase. Forms
and a half day Saturday there is not always time to part of this review.
cover topics
Dave Ogleby
Office® [DateTime]
Introduce what feedback we had. I.e Onsite, Classroom, Intervention
Who gave feedback and the reply for Onsite
Should take no longer than 3-4 mins
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Onsite
Good idea but issues arise from this.
Who is responsible for access to building, keys,
security overnight? Is the new agent confident of
2
Transfer day-even if transfer audit is efficient what they have to do?
(cash/stock neat/tidy/well presented)-delays on
transfer of deeds/funds due to solicitors/banks can This has been done before where
make it a late opening (or even next day). Can transfers were arranged for Wednesday
funds/deeds be transferred the day before? half day closing and at 5.30pm on other
David Patrick days.
This still cause delays as with any sale
of business or house it all depends on
when the deeds/funds are transferred.
This still caused the transfer to roll over
in to the following day.
Both outgoing and incoming both agree
a transfer date but this would need to
be made clear to them that the
deeds/funds would need to be
transferred the day before.
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Onsite continued
You take no longer than 5 mins.
Onsite
When training on site hours tend to be longer
than when auditing so can accrue quickly, Also
time toe prepare handouts, Minish audit reports /
fill in PSAs /Action Plans needed,& especially
with FUB now a longer activity much longer -. I
suggest day after FUB as an admin day {if a late
balance how do you get 11 hours break if an
early audit start required), and a prep day
before. If last day on site is a Wednesday, an
audit Thursday AM is again inadvisable.
David Patrick
Office® [DateTime]
Onsite continued
Approximately 4 mins
This would reduce resource available
to achieve the audit plan and
accommodate transfers and
classroom/onsite training and any
other BAU activity
Audits are best scheduled for a
Thursday following a balance and TP
and it is only the Lead FTM that.
would be required to compiete
paperwork.
it is the responsibility of the FTL to
manage the performance and activity
of their team and should flag this up
to the Scheduling & Admin team as
an exception as this would not be the
rule,
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Classroom
Classroom should be made a specialist that is
not to say that no one else should ever do it. All
should be given the opportunity to cover if
necessary. We feel it gets watered down if itis
not done for a while, and this is not fair on the
delegates.
Pete Jackson
Office® [DateTime]
Start of Classroom feedback
Approximately 4 mins
Every FTM should be able to deliver
a classroom course.
it is the role of the FTL to manage the activity
and performance of each individual to ensure
they can deliver the course confidently.
if ‘Specialists’ were to be introduced it would
restrict us to the number of courses run and
the location.
Currently if a FTM has been
scheduled to deliver a course that
has not done one for a while it often
reverts back to the FTM that regularly
delivers them as they are not
confident enough.
This results is reorganising work
plus also scheduling FTM to shadow
another FTM thus effecting the
resource availble for other activity
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Classroom
Time needs to be allocated to ensure materials
are up te date in CTO long befere prep day as
not enough time to get up to date POPOS
especially if OOD material missing in prep box.
Rita Kendelien
Keep the sessions so that just 1 FSA can do the
whole course rather than in the past having 3
FSA's to do Modules 1,2 and 3. Works well and
is easier to Resource
Lee Heil
Office® [DateTime]
Classroom Continued
Approximately 4-5 mins
This would increase days allocated
to classroom and would reduce
resource available for audit and
training activity
This cannot be done to early as the materials
would be out of date before the course started
hence the prep day.
A possible solution would be to check the
materials during the Health and Safety checks
carried out at the CTO’s every 3 month.
This give consistency for the delegates and
allows the FTM’s to gage the understanding of
each delegate across the 6-8days.
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Intervention/All
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There is not enough information on the
intervention Request form / have found the visit
unnecessary on arrival. (Two people
commented this way)
Chris Fayers
1 know we use Mondays eto when free to update
ourselves, but occasionally preparation time and
keeping up to date should be scheduled,
All
Office® [DateTime]
Intervention and other feedback
Approximately 5 mins
Information is provided by the
requestor on a form to the Branch
Support Team. Pat Bursi’s team
updates SharePoint from the
information provided
For every intervention a phone call should be
made to the branch ff it is relation to training at
the first instance to establish what is required
and whether it can resolved over the phone or
if a visit is required.
A call should also be made to either Pat Bursi
or the requestor of the intervention if unsure of
the request for them to explain in more detail.
No change as this is the responsibility of the
FTL to manage performance and activity of the
FIM.
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Training Review
Rita Kendellen
Post Office? MateTime}
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42 pt 1 Travel Insurance
+ Slides 16 & 17 are wrong way round
This has been altered
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42 pt 2 Travel Money
+ Slides 34 & 35 are wrong way round
Changed
+ Pre-order does not work on HOL so should be overview
One slide was added as this was not previously covered in the classroom.
instruction says ‘talk through process’
«Rem in currency and concentrate of buy and sell of Euros
instruction to Rem in currency to be added to prep information
+ Overview of Travellers Cheques as cannot be processed
TCs available in adhoc materials and can be processed
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42 pt 2 Travel Money
- Bureau session needs to be more appropriate to offices
on courses
The session content needs to cover all areas of Travel Money
which can then be delivered as appropriate depending on the
mix of the delegates on each course
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42 pt 3 Passports
+ Slides 11 & 12 wrong way round
This has been altered
* Session would be easier if used example from previous
course
A blank application has been added as the initial practical for
delegates to complete themselves. There are still two
practicals available for the end of the session.
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Transfer Audits
* Offices are not opening until late afternoon on
transfer day because of the time to transfer
funds. This causes failures in customer service
due to closed branches and no training taking
place on the initial day.
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Transfer Audits
Understand the issue this causes on maintaining
customer service and the impact on resource if
transfers are moved to afternoons and training
scheduled to start next day.
Adding a question to Qtr 4 Transfer SharePoint to
gather information on opening times of offices
following transfers.
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Training Review
PTV, MVL, AEI & Postal Order Feedback
Pete Jackson
Post Office? MateTime}
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Post Transfer Contact (PTC)
1. Lose cash check at PTV, the office will be audited within the
first 9 months
Acash check has to be done at every visit.
2. Some of the questions don’t apply to new Spmr who has
existing staff
The questions are to establish good working practises are in
place as well as the new Spmr’s progress
3. Lose 1 month phone call
To remain — contradicts other views
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PTC
4. Move PTV to 1 month
Schedule and T&S will not allow 1 month visit unless after call
it is obvious an Intervention visit is required
5. 1 month too soon to contact Spmr
The phone call to be made 4 weeks after FUB
6. 1 month call can be difficult if Somr has a queue
The call needs to be arranged at a convenient time for the
Spmr. This has been added.
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PTC
7.NFSA‘s to carry out 3 months PTV’s
NFSA‘s carrying out 3 months PTV’s has been addressed
8. It can be impractical to carry out 6/9 mth audit and PTC
In the reviewed instruction it states that if impractical to carry
out PTC after audit the NFSA to arrange a visit.
9. Questions too repetitive for each contact
They have been reviewed and made less repetitive
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PTC
10.Self Audit — Product questions should be more
specific such as “If Premium Bonds are purchased on
3rd December which month will they be eligible for
the draw?” As to “my staff and I are competent in
knowledge of NS&l products”
The question is designed for Spmr and their staff to
become conversant with products but nothing to stop
the NFSA/NFSTL asking specific questions such as
stated to verify their knowledge. Will need to be
reassessed in the near future with changes to NS&l.
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PTC
11. Amend for Locals — especially for PTV re
sales & remuneration
Already addressed
12. Problems with the new Spmr not
receiving the Welcome Pack or the DDA Ky
Guidance Pack. (
Recruitment are emailing these to the
new Spmr. This is being addressed.
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PTC
13.Security additions to the Self Audit
document.
These added at Wayne Griffiths request
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MVL's
14. V11 do not match HOL on price
Cannot be altered as V11’s and Tax Discs will always be
out of date
15. Add 2 day rule for taxing a break in tax at end of month
Extra slide put into session
16. Add handout for spoiling tax disc’s
to prep box
Put in place
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AEI
17. Any scope for mentioning AEI service?
To remain as part of the on-site training as by proportion of
delegates there will only be a few.
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Post Orders
18. Postal Orders - Slide 10 not in keeping with other
presentations when indicating a practical is to be done.
The slide is designed to put the delegates into the correct
frame of mind. Also same style in MVL’s
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Training Review
Linda McLaughlin
Post Office? MateTime}
Review of Training Suggestions
Lose/change/keep
Suggestions and Preferred outcome
Session 30 could be covered better in daily revision
~ Lose
Session 18 lose slides 16,17,26 and 38deemed
unnecessary -Lose
Royal Mail session 18 not enough time to deliver -
Change
Covering Special delivery and signed for with Inland
session 18 difficult in 2.5 hrs. A separate day
perhaps -Change
Revisit session 18, order of slides and content of
slides -Change
Lose , Keep, Change. Why?
Keep. Isolated comment.
No change , useful for re-iteration.
Hold until quarter 4 new timetable may be imminent.
Hold until quarter 4 new timetable may be imminent.
No change.
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Review of Training Suggestions
Lose/change/keep
Suggestions and Preferred outcome Lose , Keep , Change. Why?
Mails revert to 1% 2" recorded, specialas away to No change.
introduce products - Change.
Session 16 Inland Mail slide 8 untidy slide 9 to many No change to slide 8 ,Slide 9 will have points moved
words ~ Change to the notes section.
Most references now removed re A & L. New G20
and new Santander cheque envelope slides.
Change and Rewrite.
Session 28 pti Mixed Business deposits and too
much mention of Alliance and Leicester instead of
Santander ~ Keep
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Training Review
Dave Ogleby
Post Office? MateTime}
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REQUEST: Add to Pre Training Checklist (EASE — On Site -
Training Forms & Guides)
SPECIFICALLY: Ask outgoing SPMR to make sure POPOS
and forms are up to date
ACTION: Yes, form updated
REASON: Should make training easier, with branch being
compliant with POPOS
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On session 23:
Slide 10 - What are your other income opportunities?
Slide 11 - What do you think this refers to? X3
Slide 12 - Income reminder comparisons
Slide 13 - What are the two services we've just covered? When would customers want to use these?.
THESE ARE ON DIFFERENT NUMBER SLIDES ON SESSION 43 PT1 & PT2
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REQUEST: Modify parcel sessions for classroom
SPECIFICALLY: Some slides repeated over all sessions,
could be repetitive (23 and 43 pt1 & pt2)
ACTION: Slides to stay the same
REASON:
1) PO Sales Team are currently looking at modifying
conversations, so leave sessions as they are currently
2) These slides make reference to thinking about income
generator opportunities, and confirm understanding of each
product session
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