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CIRCULATION: NATIONAL EXECUTIVE COUNCIL AZ PC NW 66 04
Your Ret:
ont CB/EJAIPC NW 06 01 National Federation of
SubPostmasters
5th September 1996
General Secretary
Coun Baker
Assistant General Seeretaries
Kevin Davis
Pau, HeAnian,
CIRCULATION: NATIONAL EXECUTIVE COUNCIL
Dear Executive Officer,
COUNTER AUTOMATION - BA/POCL
Further to the meeting at Pathway on 23rd July 1996 you will recall that we were keen
to establish the Federation as a partner with Pathway and part of the formal
development of the automation platform and its introduction into the network.
lam sure you will be pleased with the attached letter which sets in train the first stages
of that formal relationship. We will report further developments in due course at which
time we hope to have a clearer understanding of the possible involvement of Executive
Officers and, indeed, Branch Secretaries.
You will also be interested to know that I have had a meeting with the company who
are going to be training Sub-Postmasters. We have agreed to continue that
relationship as training will be very important as it becomes linked to the roll out
programme.
Your:
COLIN BAKER
General Secretary
enclosure
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CIRCULATION: NATIONAL EXECUTIVE COUNCIL A/3 PC NW 06 01
Colin Baker
General Secretary
National Federation of Subpostmasters Development recor
Evelyn House
22 Windlesham Gardens
SHOREHAM-BY-SEA
West Sussex 4 September 1996
BN4 5AZ 47/39
Fuse Office Counters Let
Dear Colin '
BA/POCL AUTOMATION - NFSP FUTURE INVOLVEMENT I
1. Tenjoyed our meeting, with colleagues, yesterday (3 September).
thought we made good progress on how the NESP could keep abreast of,
and add value to, the development of the programune, which we all
acknowledge as vital to the long-term health of the businesy. I said I'd
confirm our discussions.
2. First, on more strategic issues, I will keep you in touch, ona personal \
basis, with overall progress, including an understanding of any critical i
political and commercial dimensions, We will do this ona bi-monthly I
basis, with Alex Docherty chairing and arranging these briefings and you I
in your General Secretary capacity. Alex will be in touch with dates. i
3. Secondly, operationally Bruce McNiven, from the Prograrnme Delivery
Authority, will be in touch separately to notify you of a structural
frarnework we intend for subpostmasters to be involved in both user
acceptance testing, and in generating possible solutions to operational I
problems that might arise. You and Bruce willl discuss the NFSP’s part in
that to help smooth implementation.
4. Third, as regards planning communication, We agreed that an integrated
approach is important to ensure all offices understand the need for good
co-operation in rolling out this change programme, Again, Bruce will be
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-2.
Colin Baker
4 September 1996
in touch so that liaison can take place between the PDA’s communication
team and your own agents on both internal and external communication. I
5. Finally, we all agreed that what we are intending to cover is entirely
separate from any contractual discussions that arise between the NESP I
and POCL, which would take place through Alex Docherty and his team.
Yours sincerely
Copies: Stuart Sweetman
Jonathan Evans
Alex Docherty
Andrew Stott
Bruce McNiven
Mena Rego
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ICL Pathway —
Presentation to the
EXECUTIVE COUNCIL
of the I
National Federation of Sub Postmasters
23rd July 1996
ICL Pathway —
Objectives
Q Overview of the programme
Q ~~ Demonstrate the counter systems I
Q Implementation Brief i
Q Your help in briefing the membership & enhancing
communication
Sopa 7
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ICL Pathway —
Agenda
010:30 Coffee & biscuits
Q Introduction & overview +h
Q Demonstrations
Q Business Development y
Q 12:45 Lunch EB
Q The Implementation :
O.15:00 Tea & Coffee
Q Questions & further discussion
Q Close
ICL Pathway —
Jobn Bennett
Managing Director
sap Topp 7
Pathway Structure
ICL Pathway —
The Pathway Solution
ED
Contracting
POC!
BA 4 Authorities
%
. ICL Pathway Ltd
nae C L Shareholder
jambrosI os
DetaRue BT Girobank Principal
Micrasort eo rost wer Ericksor Subcontractors
Royal Mail POCL
poser 5
ICL Pathway —
=
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Fave vecamt
fete We th ee Fe I
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ICL Pathway —:
‘6 Gls segrad Pro Roeas
proces
Pathway Operations
ICL Pathway —
(seis)
‘Sorbus
(arsenate)
spa pee r
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ICL Pathway —
PFI Aspects
Q Private sector capital
O Payment via a transaction fee structure
@ payments and related transactions (stops, etc)
@ Cards issued and under management
QO Precise & detailed SLA requirements
@ remuneration adjustments +/-
Q Risk transfer
@ volumes
@ encashment fraud
Q Entitlement fraud stays with DSS
pT
ICL Pathway —
Demonstrations
Counter Automation Facilities
pcre
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ICL Pathway —
Dominic Barton ae
Head of Business Developmat
pT pee TT
ICL Pathway —
Agenda
OBackground
OKey Drivers
OKey Challenges
OObjectives
QO Partnership ,
O Product Development
OThe Way Forward
SepsTppe 7
ICL Pathway —
Background to Business Development
O1.6 billion transactions per year
0150+ products . ie
019,403 outlets
O Customers like using Post Offices
ap aT pe
ICL Pathway —
Understanding Your Business
Oi Minimise
= Queuing Times
* Transaction Times
= Customer Confusion
O Maximise
= Quality of Service
= Value of the Customer Session
OAutomation as a Catalyst
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ICL Pathway —
Challenges for the Business
OTop 8 clients deliver 95% of transaction
volumes
OlLeveraging size of network
OTop 8 clients constantly reviewing value «
for money
OCompetition increasing in core markets oe
OCustomer choice increasing
ORestrictions on commercial freedom
Sepa ope 7
ICL Pathway —
Objectives of Business Development
O)Maintain volumes from top 8 clients
O Defend core markets
QCiIncrease Quality of Customer Service
Cilmplement profitable new products
OlLeverage current commercial
freedom to the maximum
Sin Tape 77
3
Fundamentals of Partnership
OWorking together in an open relationship
OTrust and commitment between partners
QO Active partners *
QO Equal risk and equal benefit
OComplimentary Goals
ICL Pathway —
sepa ape 7
ICL Pathway —
Purpose of Partnership
OlLeverage each partner’s experience
and expertise
CiReduce costs
QO Deliver a higher quality of products and
services
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ICL Pathway —
ICL Pathway’s Role in the Partnership
QO Experience and expertise
« Leveraging technology to add value to
clients
= Retail and financial services clients
OCost reduction
* Pilots
« Development timescales
= New product implementation
OHigher quality of products and services
= Intuitive user interface
= On-screen product information
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ICL Pathway —
New Product Development
O Benefit Agency
= Information provision to claimants
QO Financial in-payments
= Debt collection card service
= Road tolls
= Managing statements for clients
O Mails
Track & trace
= On-screen sales information and product links
= Loyalty cards for mail and parcel users
« Management information for the client
ni Topp @
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ICL Pathway 4 *
New Product Development (2)
F.
OFinancial services market
= Nation-wide ATM hub - multi-currency
Bank/Building Society withdrawals
« Bank/Building Society deposits (Bill Payment)
Household budgeting service
*
Extended third party maintenance warranties
= Share buying service
poses wr
ICL Pathway
Product Development (3)
ONew areas of business
" Entertainment reservations and ticketing : Po
Travel (British Rail/British Airways) ticketing
Info to the citizen/Citizens Advice Bureau
Job search
Local information
Tele-working for the citizen
One stop shop for SoHo
Central call centre monitoring
Mobile phone rental .
National supplies depot/warehouse
Virtual Post Office
Kiosks
post Ea
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ICL Pathway i"
The Way Forward .
OPartnership meetings
QAgree Process, Roles and Responsibilities
OQ Communications
QO Develop joint and prioritised business plans
for exploiting market opportunities
soph gpe 3
ICL Pathway —
Barrie Davies
Implementation Manager
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ICL Pathway — :
Our success depends totally on
your success.
ppp 7 i
ICL Pathway —
Critical Success Factors
OQ User Acceptance
Q Rapid Deployment
Q) Assured Approach
OQ Support Services
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ICL Pathway —
Q
ICL Pathway — » ots
Roll Out Process ,
Plan ; , Plan
> Site Delivery : I <—I j
Control Infrast. Control
SUPPLY AND LOGISTICS
SYSTEM BUILD & VERIFICATION I
pores Ea ' I
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ICL Pathway —
Awareness
A200 Weks Weeks Weeks 4 Weeks 2Veck adm ° 42d 45a
Tite
Si eure
Tae
Baers
Teaning [Dele
Brat I [Teton
ie Reepans
Voli More.
POCL/HELPDESK AND TRAINERS TRAINING
PATHWAY HELPDESK / SUPPORT
hp pp Ey