POCL
FUJ00001287
FUJ00001287
POCL Policy On Competency Testing Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
Document Title:
Document Type:
Document Scope:
Status:
Distribution:
Author:
Comments to:
Comments by:
POCL Policy On Competency Testing - CAR 531.000.003
Contractual
To define, document and outline POCL policy to the
contractual responsibilities for individuals to carry out a
competency test during Live trial and National Roll Out.
Final
POCL ICL Pathway
Mike Granville Lorraine Holt
Bruce McNiven Andy Barkham
Douglas Craik Barrie Davies
John Legg Stuart Kearns
Fiona Anderson Liam Foley
Ann Cocker Steve Muchow
Kathryn Cook John Dicks
Nancy Groff Witton Bob McDermott
Martin Johnson
Trevor Rollason.
Trevor Rollason
13/08/98
POCL 1998
Page 1 of 16
Commercial In Confidence
POCL POCL Policy On Competency Testing Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
FUJ00001287
FUJ00001287
0. Document Control
0.1 Document History
Version
0.1
0.2
0.3
0.4
1.0
Date
09/09/97
15/11/97
19/11/97
09/06/98
02/08/98
0.2 Approval Authorities
Name:
Lorraine Holt
Barrie Davies
Bruce McNiven
Liam Foley
Position:
User Implementation
Manager, ICL Pathway
ICL Pathway
Implementation Manager
Regional General
Manager
Reason
First draft version
Second version following comments
from ICL Pathway.
Third version following review by
POCL
Fourth version following Fagin review
by POCL and ICL
Final Version
Signature: Date:
Director of Business Development
0.3. Associated Documents
Reference Version Date Title
BP/PRD/013 0.1 21/05/98 POCLs Processes for Training
Scheduling, Awareness to support
Live Trial and National Roll Out
IM/SST/001 0.1 21/05/98 POCLs Steady State
Turnover Training
SU/REP/021 1.0 15/10/97 Standard Report & Format
POCL 1998 Page 2 of 16
Commercial In Confidence
POCL
POCL Policy On Competency Testing
FUJ00001287
FUJ00001287
Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
IM/SST/002
0.1 13/08/98 Delivery of Outlet Training in
Steady State
POCL Contract With SubPostmasters
0.4 Abbreviations
CAR
HFSO
NT & DT
ONCH
POCL
RD Cheque
RLM
RNM
Contractual Authorities Responsibility
Horizon Field Support Officer
National Training & Development Team
Overnight Cash Holdings
Post Office Counters Ltd
Refer to drawer cheque
Regional Liaison Manager
Retail Network Manager
0.5 Changes In This Version
Changes made following POCL/ICL Fagin review added to the document.
POCL 1998
Page 3 of 16
Commercial In Confidence
FUJ00001287
FUJ00001287
POCL POCL Policy On Competency Testing Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
0.6 Table of Contents
0. DOCUMENT CONTROL... 2
0.1 DOCUMENT HISTORY.
0.2 APPROVAL AUTHORITIES.....
0.5 CHANGES IN THIS VERSIO!
0.6 TABLE OF CONTENTS........00
2. SCOPE.. 5
3. PROCESS FOR DEALING WITH ATTENDEES FAILING A COMPETENCY TEST DURING
ROLLOUT...
4, REPORTING PROCESS...
5. AREAS COVERED BY COMPETENCY TESTING.
6.,BREAKDOWN BY QUESTION CATEGORY ( SEE SECTION 5
7. COMPETENCY WEIGHTING...
8. TRANSACTION TIMES DURING COMPETENCY...
9, EXAMPLE QUESTIONS FOR CUSTOMER TRANSACTION TESTS...
10. MINIMUM TRAINING COMPLIANCE MATRIX FOR OUTLETS TO GO LIVE.......sesesseeeeeee 15
11. COMMUNICATION......ccsseceeseessee
12. COMPETENCY ASSESSMENT IN STEADY STATE...
13. POCL STEADY STATE COMPETENCY ASSESSME
POCL 1998 Page 4 of 16
Commercial In Confidence
FUJ00001287
FUJ00001287
POCL POCL Policy On Competency Testing Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
L
1. Introduction
This purpose of this document is to identify POCL requirements relating to the Contractual
Authorities Responsibilities - CAR 531.000.003 . This document does not specify the
questions that will be asked but they will form part of the training courses to be agreed The
more detailed processes are described in documents BP/PRD/013 and IM/SST/001. POCL
will also jointly agree (ref SLA915 and CAR 531) competency standards with ICL Pathway
As competency testing is the terminology recognised by ICL Pathway and POCL , it will be
used for the purpose of this response, however when transferred into the classroom
environment, it will be known as the Horizon Achievement Certificate, which after an
assessment of the individuals knowledge they will be awarded.
There are a range of Horizon assessments. The questions asked will depend on the Users job
type and role SU/TRN / Refers to :-
010 Managers/ Subpostmsters
O11 Assistants/Counter Clerks
012 Auditors and Specialists
013 Refers to Train the Trainers and HFSO
2. Scope
The scope of this document is limited to describing the deliverables of ICL Pathway to meet
POCLs contractual requirements as outlined in (SLA915 and CARS31) . The detailed
processes supporting this document are described in BP/PRD/013 and IM/SST/001/002
This document addresses the issues listed below:-
© example areas covered by the competency test and the different test weightings for each
stream of trainee
e the number and general types of example questions each stream might be asked to answer
using the Horizon system and general style/format/approach to be taken.
© the remedial process for individuals failing the competency test at each stage and the
process dealing with those failing three times. Further documented in associated
documents
e specify the minimum compliance data by which outlets will be authorized as training
compliant to go live and the POCL processes in place to minimize risks (further detailed in
POCL 1998 Page 5 of 16
Commercial In Confidence
FUJ00001287
FUJ00001287
POCL POCL Policy On Competency Testing Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
IM/SST/002)
© an overview of POCL’s commitment to develop communication processes currently under
development
Please note this paper is not looking at competency in Steady State
3. Process For Dealing With Attendees Failing A Competency Test During
Rollout
Competency testing will apply to all attendees but the emphasis of the testing will vary. It will
consist of a pass or fail with a mark of over 90% constituting a pass. The test will last no
longer than 1 hour.
Those attendees failing to attain the pass mark the first time will be given the necessary
remedial training.( see SU/TRN/006) They will be offered at the end of their initial training
course up to an additional 2.5 hours training, concentrating on their specific areas of
weakness, and they will be given a further test only in the area where they initially failed. A
second failure may mean a further I or I % days training, ideally within the 5 day window,
however this is dependent on when they had their first training and on personal circumstances.
It will also involve a further full competency test. The remedial training is mandatory and must
be within the five day window if MTC has not be met, otherwise no later than 2 days after go
live during the HFSO time at the outlet.
Failure on the third attempt by the attendee will discharge ICL Pathway from further training.
In this case POCL will take over responsibility ensuring their trainers who have been Horizon
accredited to bring POCL staff and agents up to the competency standard. It will be the
responsibility of the agent to bring their own staff up to a competent standard. (ref:
IM/SST/001 & IM/SST/002) This standard will mean they have used the Horizon system in
training mode and are capable of serving customers at the outlet supported by the
Subpostmaster or their staff.
In such circumstances where it is apparent the attendee will not attain the required standard,
normal process’s currently used will apply (See Subpostmasters contract)
Subpostmaster’s assistants are the responsibility of their subpostmaster to bring them to the
required standard with local on-site training after roll out. It is a contractual requirement and
is in their best interests both financially and from a customer/client point of view to ensure
their staff are competent.
POCL 1998 Page 6 of 16
Commercial In Confidence
FUJ00001287
FUJ00001287
POCL POCL Policy On Competency Testing Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
L
Subpostmasters will be responsible and are required to sign a certificate declaring that their
employee(s) have achieved the agreed acceptable standard to operate the Horizon system. The
certificate will be held at the outlet and on a visit the RNM may wish to view it.
Below is a table of how training will be carried out in the event of failure to meet a competent
standard or failure to attend training :-
GRADE METHOD
Branch Manager Supported by POCL Accredited Trainer or
HFSO
Counter Clerk Local training by Branch Manager or HFSO
SubPostmaster Supported by POCL Accredited Trainer or
HFSO
Assistant Supported by Subpostmaster and/or HFSO
Trainer TBA
Auditor Additional training given locally
RNM No further training proposed
HFSO Failure of competency test will result in them
returning to their original job role
OTHERS No further training planned.
4, Reporting Process
Reports will be submitted from ICL Pathway on a monthly basis for those attending training
and in addition exception reports will be sent via e-mail informing RLMs of those individuals
failing their 1“, 2" and 3" attempts. (SU/REP/021 document refers)
5. Process for communication Pass or Failure of Competency Test
It is the responsibility of the ICL Pathway trainer to assess from the competency test results if
an individual has reached the required standard . If they have, the Horizon Achievement
Certificate will be posted to them at their outlet. Those who fail will need to be told at the end
of training so that the remedial training process can be invoked . The form of words to be
used in the event of failure at any of the stages of training is documented in a letter from
Trevor Rollason to Andy Barkham dated xxxxxxx and Titled xxxxxxx see appXXXx
5. Areas Covered By Competency Testing
POCL 1998 Page 7 of 16
Commercial In Confidence
POCL POCL Policy On Competency Testing
L
FUJ00001287
FUJ00001287
Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
For attendees to pass as competent they will have to demonstrate their ability to perform
transactions and system functions in some of the following categories following categories
(depending on job role and type):-
Section A
¢ — starting up and logging on
© setting up and reviewing users and stocks
© changing their password
Section B
e navigating the system
© serving customers
© processing transactions
© settlement
e session mobility
© transaction reversal
© receipt process
Section C
e end of day procedures
© ONCH declaration
¢ receipt and dispatch of cash and stock
© internal transfers of cash and stock
e logging out and shutting down
Section D
e production of weekly summaries/reports
© declaration of stock and how to amend
POCL 1998 Page 8 of 16
Commercial In Confidence
POCL POCL Policy On Competency Testing Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
FUJ00001287
FUJ00001287
¢ declaration of cash and how to amend
© producing a stock unit balance
© producing the office cash account
e handling of losses and gains
© error notices
Section E
e order and receive stock/cash requirements (manual procedure not in R2)
© produce cash flow reports (ONCH)
e produce traffic (volumes) reports (may not be in R2)
¢ produce sales reports (may not be in R2)
Section F
© contacting help facilities
e fallback procedures after system failure
© recovery procedures for transactions
¢ change password on system prompt
e change password if compromised
Section G
¢ handling RD cheques
¢ handling postal DVLA applications
¢ handling bulk pensions (residential homes) (not in R2)
Not all categories are applicable to all attendees - table (A) identifies the relevant categories
for each grouping of individuals
POCL 1998 Page 9 of 16
Commercial In Confidence
FUJ00001287
FUJ00001287
POCL POCL Policy On Competency Testing Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
L
6.Breakdown By Question Category ( see section 5)
The table below shows a range of activities currently performed by job role’ s within POCL
these are guidelines for examples to be used by ICL Pathway when assessing Horizon
competency
Table A
=
POCL 1998 Page 10 of 16
Commercial In Confidence
POCL
POCL Policy On Competency Testing
FUJ00001287
FUJ00001287
Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
B. POCL Support Staff
D. Nominee Franchise Offices
Franchise Outlets Nominee Nominee Franchise Franchise
Area Trainers National Auditors
Manager Manager
Awareness Event * * * *
Hardware Overview * *
Start Up procedures * *
Main Desktop Menu * *
Counter Transactions (generic * *
Benefit Payment * *
End of Day * *
End of week * *
Office Balance * *
Office Admin * *
Care & Maintenance * *
Audit
POCL 1998 Page 11 of 16
Commercial In Confidence
POCL POCL Policy On Competency Testing
I
Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
FUJ00001287
FUJ00001287
Table E
Table E shows a guide for each section on where the emphasis of the competency test must be
placed :-
SECTIONS
Attendee Type A B Cc D E F G
Counter Clerk (BO/Franchise) L H L M L L N/A
Branch Manager L H L M L L L
Subpostmaster/Relief L H L L L L L
Subpostmaster’s Assistant L H L* L* L L N/A
RNM/RIM L H L M L L L
Audit/ID/Security L L H H L L L
Trainer L H L L L L L
HFSO L H L L L L L
Other L H L L L L L
© ONLY IF APPLICABLE
7. Competency Weighting
The contractual requirement is for attendees to attain over 90% for a pass mark. POCL need
to ensure it adequately covers the individuals primary work area. For an individual whose
primary role is to serve on the counter or work within the counter environment section (B) of
table (B) is paramount and weighted accordingly. POCL proposes that for the top 4 attendees
in the table (B) they must achieve over 90% in this category as well as an overall score of over
90% and above
8. Transaction Times During Competency
There are laid down times for processing each type of transaction, as people are new to the
system they will be slower at first. It is proposed that when measuring competency that all
individuals will have 1 hour to complete the role play and questions. Pass or failure will
therefore be determined on the answers correctly completed .
9. Example Questions for Customer Transaction Tests
POCL 1998 Page 12 of 16
Commercial In Confidence
POCL
L
FUJ00001287
FUJ00001287
POCL Policy On Competency Testing Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
This is the section which covers serving the customer. The amount of time spent on the
counter will define the number of questions to be asked and answered correctly. Further
development of the different tests to be used are currently being undertaken by ICL Pathway
The output will be agreed with POCL. These questions constitute a sample of suggested
questions to be put forward as part of a joint competency workshop.
Ql Account for a Green Giro of £320 + 4 milk tokens and produce a receipt
Q2 A recorded delivery weighing 350 grams 1* class and the customer requires
an advice of delivery.
Q3 A customer wants to purchase a medium sized Inland Priority Services
envelope, it weighs 500 grams when posted and the customer also wants to
purchase 3 x 1% class stamps, 2 x 2™ class stamps and 5 TVLSS - how much
would this cost?
Q4 — Acustomer brings in a 550 gram packet for registered post, he presents a £20
how much change would you give him?
Q5 What would be the postage on a 400 gram airletter to Turkey?
Q6 What zones do the following countries belong to:-
Brazil, Austria, Kenya, Mongolia, Pakistan
Q7 A ccustomer requires to pay a BT bill for £57.87 and tenders £20 in BT saving
stamps and a cheque for £37.87
Q8. The Pig & Whistle landlord brings in his daily Giro deposits for £396 and
cheques valued at £87.53 - complete the transaction.
Q9 Acustomer wants 3 x £1 postal orders, 2 x £20 postal orders and a renewal
for a colour TV licence - how much will they cost?
Q10 Mrs Jones wishes to pay by Transcash the TV rental of £15 with the standard
Transcash fee, how much should she pay?
QI1 Process a Giro Transcash for £20 with a Transcash fee of 50p.
Q12 A customer wants to send a 10kg parcel to Hong Kong by airmail with
contents worth £10 which he wishes to insure - what is the overall price?
Q13 Process a National Savings deposit of £63 by cheque and issue a receipt for the
transaction.
POCL 1998 Page 13 of 16
Commercial In Confidence
FUJ00001287
FUJ00001287
POCL POCL Policy On Competency Testing Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
L
Q14 A customer wants to make a Giro withdrawal for £75 and then wishes to
Q16
Qi7
Qis
Qi9
Q20
10. Minimum Trai
A competency test will be required to be passed by everyone attending training. The table
purchase 3 x DVLA saving stamps, 10 x 1“ class stamps, 10 x 10p stamps -
how much change would you give the customer?
A customer wishes to renew his car tax (DVLA) for 12 months, he presents a
V11 and the appropriate documentation with payment by cheque - process
the transaction.
A customer is going to France for two weeks and wants an E111 process the
transaction.
A customer wishes to purchase £100 of USA dollars and £100 of travellers
cheques - process the transaction
Travel Insurance is required for a 43 year old man who is travelling to
Austria by air for 1 week - process the transaction.
A customer wants to post a parcel weighing 2.5kg to China - process
the transaction.
Issue a one day Rod licence for Trout Fishing - how much will you charge?
ing Compliance Matrix For Outlets to Go Live
below is a guide and should be used as a suggestion to regions and ICL Pathway on how many
competent staff are needed within an outlet before go live. It is recommended the
Implementation teams from both ICL and POCL define this criteria/process to suit roll out or
release 2/ 2+. It is impossible to provide definitive guidelines due the varying sizes of outlets
and the ratio’s of staff to counter positions .
Number Of People In Outlet MTC
1 subpostmaster
2 subpostmaster
3 subpostmaster + 1
4 subpostmaster + 1
5 subpostmaster + 2
6 subpostmaster_ +3
7 subpostmaster + 3
POCL 1998 Page 14 of 16
Commercial In Confidence
FUJ00001287
FUJ00001287
POCL POCL Policy On Competency Testing Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
8 subpostmaster + 4
9 subpostmaster + 5
10 subpostmaster + 5
ll subpostmaster + 6
12 subpostmaster + 6
13 subpostmaster + 7
14 subpostmaster + 7
For branch offices the MTC is branch manager and or assistant branch manager plus 50% of
the workforce, it is however highly unlikely that any MTC issues will arise at branch offices.
100% of Branch Office Staff will either have had to pass their competency test or have
additional training arranged prior to migration as ECCO offices will be swapped out
differently to Sub Offices (SeeMigration Paper)
11. Communication
POCL will develop a policy document covering steady state training which will be forwarded
to each region for delivery in a standard way across all regions. The communication of the
POCL policy will be the responsibility of each region.
12. Competency Assessment In Steady State
Once an outlet has gone live it becomes the responsibility of POCL to train the new
subpostmaster.
For Horizon this will be delivered as defined in document IM/SST/001/002. At the end of the
training the subpostmaster will be expected to have attained the required standard currently
measured by POCL in the acceptance of new subpostmasters. (IM/SST/001 - skills matrix
measure)
The subpostmaster who will be Horizon trained will in turn be responsible for training his new
staff to an acceptable standard, supported by a new POCL Horizon training guide currently
being developed by NT& DT. They will not be giving a competency test to their assistants,
but will be signing a certificate to demonstrate that they have given their employee training to
an agreed standard on the use of the Horizon system.
All new POCL counter and franchise staff will be expected to reach the required standards as
part of their counter skills training course. RNM s can monitor outlet training via the Outlet
Review Process.
13. POCL Steady State Competency Assessment
POCL will issue the documentation to assess the competency of a subpostmaster to run an
outlet. For Horizon this assessment will be introduced for Live trial and National Roll Out
POCL 1998 Page 15 of 16
Commercial In Confidence
POCL
POCL Policy On Competency Testing
FUJ00001287
FUJ00001287
Ref:BP/PRD/006
Version No: 1.0
Date: 13/08/98
For a full description of POCL Steady State Policy on training see document IM/SST/001/002
POCL 1998
Page 16 of 16
Commercial In Confidence