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Sparrow
Weekly Steering Group
29% August 2013
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Agenda
1. Specific Agenda items
4, Branch User Forum
2. Programme update:
4. Work streams highlights
2. Budget (no updates for this meeting)
3. Risks
3. Next Meeting will be on Tuesday 3°¢ September at 4pm.
Decisions for this meeting
_1. Agree Branch User forum TOR
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Public Commitments - work stream updates @
Work stream I Update
f dicati » We currently have 6 potential candidates for the independent chair.
Adjudication of + AUD end briefing pack will be created this week for Pauia to review.
future cases + Once on board the Independent Chair will review the future process
post March 14- therefore this work stream will be re-planned.
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Other work stream updates @
of
Improvements & ° Seesike 78
Culture change
+ See slide 11 Gee:
Teer
Technology + 2 Ref data changes moved into release 9 test cycle. le
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Legai Update ~ Case Review @
St Fully Disclosure I Discon I Comments
as at Reviewed I recommend I tinued
14/8/2013 ed
Remaining 70 16 itis estimate
approximately 70 sift reviews left.
This includes 37 RMG files from
archive, yet to be received and in the
region of 16 files from Northem ireland.
itis not yet clear how many cases will
be cases will be received from Scotland
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Active cases @
Currently there are ne active cases
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Improvement work stream — progress to date
* Mapping of the “as-is” and identification of “quick-wins” and improvement
opportunities has started. A consistent survey is being used and engagement
sessions have been held with the following teams.
+ Finance Service Centre - ATM team
* Finance Service Centre — Santander Team
+ Finance Service Centre ~ Mails and Stock Team
* Regional Sales Managers
+ National Contract Managers.
* Contract Policy Team
+ Restrictions Manager
* Retail Cash Team
+ Contract Team ~ Agents Application Process Team
* Contract Team — Crown Transformation Recruitment process
+ Contract Team ~ Franchise Support
+ Engagement sessions will continue with the following teams w/c 26" August:
* National Federation of Subpostmasters
+ Regional Manager and Field Team Leaders ~ South
+ Security
+ NBSC
* Customer Care and POEX
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Improvement work stream - Emerging gaps and issues @
* The mapping of the “as-is” process also includes capturing the emerging gaps and
issues. The results captured so far have identified some common themes:
+ Lack of awareness of the branch network by the people engaging with our
branches
+ Inconsistency of what information is captured during a branch contact
* Lack of quality measures within teams to measure the experience of the
branch during the contact
* Inconsistency or training provided to teams dealing with branches, including
lack of documentation to capture what they are supposed to be doing
* Lack of awareness of the role they piay in the overall experience of the
branch with Post Office
* Lack of communication with other teams, especially in resolving issues
+ Activity with a branch is often re-active and is a result of a problem rather
than being proactive to offer support to prevent re-occurring problems
« Inconsistency in the level of ownership between teams when trying to support
branches with issues
An individual issue has also been identified during the initial discussions with Finance
Service Centre regarding the contract with Santander. Whilst they are contractually
obliged to resolve discrepancies within 3 weeks, they are in arrears and are currently
resolving errors in Week 53. These errors are largely credits which are owed back to
branch.
{8}
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Improvement work stream - Plans for September @
* Attend improvement session with Fujitsu on the 9" September
+ Continue engaging with the remaining Post Office stakeholders to map the “as-is"
process
+ Engage with subpostmasters via the Quarterly Business Up-date events during
September
+ Agree the “quick-wins” at the next Programme Board — provisionaily being held for
Tuesday 3 September
+ Start/continue deploying the quick wins
+ Support individual case review process by communicating learnings from discussions
with key stakeholders
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Communications update
27% August 2013 (Mediation Announcement Day)
+ Press release issued at 10am
+ MPs—
+ All MPs that raised a case (via POL or BIS) were emailed and called. They were
provided with the mediation pack and letter for SPMRs as well as being offered a
meeting with POL
+ — Internal Communications
* Memoview announcing mediation process issued at 8.00am
* Email to SLT
+ Email to all managers (Focus Online Special)
* News item on Subspaceonline
+ Brief and Q&As to NBSC/POEX
+ Details in next issue of Branch Focus
Feedback
+ MPs - offices were happy with approach, no meetings requested as of yet.
+ Press — limited pick up so far broadcast coverage on BBC South and BBC Wales. All
coverage includes key messages.
+ — Internal — no feedback as of yet.
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Technology Change @
+ 5 Changes identified at this stage
1p) ig Pl
time spent by the branch when ordering
stock.
Reduced transaction time and printing costs
improved functionality
Speeds up the process
Adding this to the end of day process to
streamline activities.
2. Certificate of Posting for multiple items
3. Postcode look up
4, Passport Duplicates
5. Remittance Out button
Workshop planned to review Fujitsu analysis and options for delivery.
* Angela to sign-off on improvements.
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Appendices @
* High level milestones
+ Public commitments - slide 13
* Legal — slide 14
+ Improvement — slide 15
* Communications — slide 16
* Technology — slide 17
* Budget
+ Overview -— slide 18
+ Actual to August 2013 ~ slide 19
+ Planned to Mar 2014 ~ slide 20
+ Risk
« Risk map and descriptions — slides 21 to 22
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Public Commitments- High level Plan @
Work Stream 2013 2014
a fg Se a to Geo ion Fab Wier ae
Mediation Scheme A.221G7 JA theoting to agree injestigation scope and apptoach
(Cobanorey £2) 2804 Fist Working Pay Workanop fo detne Ways of Working
ina {i 1SI0B Working Party sign off ways of worki¢g, mediation pack and comuns:
gaa VOB
era Oe eaten I 108 New wayb of working fully implemdnted
SD wre Parle! 4] 219 Mediator) appajntes
Second Sight 2408 TOR for MonthiyI Working Grdup
‘I 90/40 complete rrst casa
‘4, 18/15 Kil applications submitted
Mapthiy Working Grogp Boats & he a a & & & a
‘aliioation of tatore 1 24i08 Define pfpoess for appealing cased outside the be
cases, & 10/09 Appoint an inklependent figure to detertpine how an independent gafety net might be introddced
to.adhfcate in aisquted cases if the future
‘&, 15704 independork reviow conImences
& 1410 Indepengent review makes reconimendations
& I 250 PostOffice Implements recommendations
ranch User Forum ‘Atta bcidonn ton
[Anges VOR A\ 1408 Start engpgement wit stakehotder
est Sia
06/09 complete engagefnent with st#kehotders,
{4.13148 tose finat FOR and send ott invitatins to fist fofum
‘A, 06/40 Fst Branch Uber Forums
Brangh User Foruth meets regujarty 4 & & & &
Notes: Version 007 70130685
Tasks addediamended since fast version in red.
: (13)
Aon Track AXachieved Milestone A Origina Date (not achieved) Delayed (no impact). AtRisk/ Delayed AA Issue / Delayed ar
[7] Names ofertica resources ~~~) Dependency {potential impact) (material impact)
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Legal - High level Plan @
Work Stream 2014
xa ay to Dee or Fee wor Bee
Legai
295107 Tactical ways of working implemented, fli cases reviewed individually
[Suean Crichton 4436/07 Abree Response toICriminal cages review commission
Sigh Bortogton
ogre Wire 7 ases
Bait ve A 01109 Detibe router prosecuted dases post djctosure
A717 inti) sit of cases corppieted and disclosure povided to ddfence, up to January 2040 by CK (eaftwrighthin
A 430108 CK Initial review of cases compiete
6.22108 pepafe paper for ARC on progress to dateIwith input fHom @c
“spn. 1908 Fresent papet to ARC
2430107 Appoint ac td adiise POL. on Hrategy and process farfeviewing pdsticurrent cfiminal pros¢cutions
aiven [ie findings of th4 Second Sight interim report dated
K.02I04 initlai findirlgs fyom Qc shafed with Post Office
A oine initia aings from ac discussed with CK
“4, 90108 TPR for ful OF report agreed
109 Fut OF report complete
a & a & & & & a rs
Mosthiy Reportieg to Prografume Board
Notes: Version 007 70130685
Tasks added since fast version in red.
Aon Track AXachieved Milestone A,Original Date (not achieved) 7 Delayed (no impact) AtRisk/ Delayed AA Issue / Delayed 4
[7] Names of critical resources ~~)» Dependency (potential impact) (materia! impact)
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Improvements - High level Pian @
Work Strearn 2013 2014
“i Ee Set
How Dee a Feb Mer Aer
Streams AX 24007 Agrep TermsIof Rfference with Sponsor (A¥gela)
\08}08 Acree approach to mappingjas-is proces, scope, and how it will He documentdd
Adbsioe Agree Terms)of Reference with steering group
JA, 09/08 identify resource from pach area to bupport the mapping of tHe “as-is”
1A, 09)08 identity pfocess for capturing quick wins
30108 btartho identity qick wins (frag the mapping exercise)
A 05/08 gree whichiquick wins should be imgtemented with Programmp Board
& P6109 Begin implementing quiék wins
‘30/08 Complete “as-is” bubpostmaster journeyledperience with POL
‘90/09 Compiote “as-is” Erown coliedgue r journefiexperience with POL
30/08 Complete “as-is” jnultiple parther r journeylexpertence with POL,
A 05/10 Alf “Quick Wind" imptementhd
4 [2040 Complpte “to-be slinpostmastel journeylexferience with/POL,
A [20/10 Complete“ to-be ” Crown cotleayue r journey/experience with POL,
4, [20/10 Complpte" to-be" rhuttipte partiferr journeyifxperience with POL
4& 19/17 Funding for proposal hpproved
ALAP/14 Commesce impiemeftation projedts
1544 implement mechanism fo ensure ailjprocesses afe regularly
reviewbd and contifue to be fit for purpose
ultare Change
l
Notes: [ Mersion oo7 20130815
Tasks added sinee fast version in red.
[7] Names ofertica resources ~~~) Dependency {potential impact) (material impact)
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Communications - High level Plan @
Work Stream 2013 2014
wa moa Se Now Dee var Feb we ae
‘Commiusnications anc £02107 Agree Approadh with JA
MP engagement
A JAIJESA, POL. dnd 8S to confmunicate process to MPsIand SPMRs
Mark Gavies Prpactive laundh Mediation process (preds release
aad Reactive to Media ‘cases pre mbdiated presd and public qifairs team tq be updated [for proactivd management)
109 post dtiee start erfyagement win Mes -inelpically expfining mediatjon pracess
11/04 alice P and PA meeting
‘4.01140 Sthrt taking Ms through indir actual cass
31/10 Joint MP update meeting (fottow on from JA Ineeting)
DathTBC A
Endagement
‘sth MPs for 25
invfatigation
casps complete
Notes: Vecson or 0190818
Unciea i JA has communicated the process to MPs
[7] Names of erica! resources ~~ Dependency (Potente! impact mate impect)
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Technology improvements- High level Plan @
Work Stream 2013 2014
wy wa = oa cs Bee o Feb Tr ee
Technology
trove 220107 brat nprovel Subposimaster quidance for Horizon comspunieation tre fire
rican Aj 18108 Review guidance with NEBP
90/08 jssue guidance to pranches
Minneet 30/08 Agree contents foxIHorizon relepoe 10
ia 30/09 Comnjerciais agredd for Horizor release 10 18/04 release 10 Ive
Recor iN
improvement 02108 raise CR with Fuftsu 41504 new report
#30109 AgreeIcommercia! jerms with Fujitsu avalihbte
improvements catvereI Ajsoior berine cnangds
twough re dala}
3/10 Deliver dhanges (reiebse 8 dependant)
‘Acie wiesore Argne!Ove(etecheed) One voimpes) = AIRW’Osaed Asi Oxy WY
Nemes of ertical resources ~~~ Dependency {potential impact) "(material impact)
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Budget - Summary
Budgeting assumptions/notes
1, Does not include cost for Post
Office employees, unless backfill is required
2, Does not include any compensation costs, which is a potential outcome of mediation
3. Mediation costs are sensitive to the number of cases. Budgeting assumption is 75 cases
4. Does not include the £310k spent from April 2012-July 2013 (incl VAT)
5. VAT costs are at 20%
6. Alf actuals include VAT
7, Does not include the cost of implementing the recornmendations of the improvements projects
Programme Forecast August 2013 - March 2014
item £k incl VAT Comments
[Complete Cases (using Mediation) 9621154 _Costs associated with completing the cases. Assumption = 75 cases
Legal and Governance 334 401 Legal costs not specific to mediation, & governance costs (eg working party)
Improvement project, 2 50 Cost for quick wins and gap analysis
[Technology 50 60___Funding anticipated beyond the £100k Fujitsu funded costs
[otal 73881665
Total Project costs April 2012 - March 2014 (incl VAT)
[2012/13 April-March Actual 184]
[2013/14 April -July Actual 126I
[2013/14 Aug-March Forecast 1,665]
[Total 1,976I
8)
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Budget — Costs to Date (last FY and this FY to 1° August)
2012/13 Invoices received
Total 163.98 Total 14.00 Total 6 [_ 183,99]
Month Invoice amount I [Month Invoice amount I [Month Invoice amount I
July 61200 Jan 12566/900772 37 Jan aii 24
Aug 65 1400 Nov a2uaa 72 April 842 24
sep 67 11.00 July —_-13000/900772 31 July 874 42
oct 69 600
Nov 72 47.40
Dec 73 25.00
Jan 74 2688
feb 7 2590
mar 76 25.80
2013/14 Invoiced to 1st August 2013
Total / 119,59 Total 3.10 Total 3.6
[Month invoice amount] [Month invoice amount] [Month invoice amount]
April 77 25.39 duly 13000/900772 3.1 April 842 24
May 78 26.35 July, 874 12
June 80 24.97
July 81 42.88
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Budget — Forecast (Aug 2013 — March 2014) @
on aa RAT comet sere
iva om pa
[erate Canes srg Nektar) Tne rombe aes %
Second San bs SecondSignt a 254 er month (Aug December I
Sect forineraesouces @ 30 {Sener mnt month
Mediates 2 Asam 3p" ceil an auton comoany
Medio exseses 2 ave, meet goons taivngete
Legal support - case advice Bw “EMO per case, assume all cases. £400/s their estimate for
satforeduce cose?
Indesendentaisoror Ey Perea: £15kcase prea flkrediaton necting
Stoostmantes Pu fS0coningerey fr more compen ces a sod
[ote Comat aes ting edition) ee 40 i
[aps endGoverance
Gener tern tegs Adice-8O 20 Aavc on: prepwing and arccng mediation recs and
pact ofnfornation for SMR. Engen an tng
ree ato, tending ortng oun neti ie
Aavsingon Fftureiatd mater 5K per ments
Cove vow Cx Fa Incades 0¢ Bond Bon and Cat Wht King wo 3
Kayinel/ Aan Stes 1 dcper ment oat)
Indepensat cha Fs °
Pst teat end overnite cy 10 a
frprovemen prea
Bock FilfraePesackandany bacetlfor 9003 tw condet te gaan acess m2
fs 5 ‘erumed tis canbe done where exoutes wx
[aa imoriveeitorjed : : oe 36 ig
Fecnsory
i Ea ne : o
a
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Risk map
£400m
High
50m
Med
210m
Impact if Risk Realised
Low
Unlikely
Possible
Likelihood of Risk Realising
Probable
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Fick thatthe intogly ofthe brand is darn'sged
ane dlenisovelorg: rus! darmaced
Stokeholeer interests in cantiet wih POL
shiectivs
19 Lote of confidence mit enstngtre cients
al port frees lack corti
lo wjster and ore reluctant i ergage Ie CTF
isk tht POL can afer to corp
process (confict wit: cost savings ageréai
18 Risk Pit engagement fr NTP 8 tower
26 Lack of wonidence in SPARS that POL
Serriemant fo gor cul esas
Fisk bial arc Syston & processes tive
related oF ie
0
fuse fo provide service urié investigation
cempleta
Note :
These will be updated following a session booked for 9** Sept.
This will document how we will monitor and mitigate these risks.
Key risks will be tracked and presented at the weekly steering
beard.
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