POL00026963
POL00026963
Business Improvement Programme — CEO POL Board Speaker Notes.
26.11.2013
e The role of the Branch Training and Support Programme as part
of Project Sparrow has to date been to:
* Understand and map the “as-is” process for training and
supporting our branches
* Identify the gaps and risks with the current experience
* Suggest improvements to address those gaps and risks
* Map the “to-be” process for how we should be training and
supporting our branches, which is underpinned by a vision
and set of guiding principles for how we should treat our
agents.
© The guiding principles for how we interact with Spmrs are:
* Treated with dignity & respect at all times
* Stand in Spmr’s shoes
* Right first time
These principles underpin the Programme’s approach and will
determine policies and processes going forward.
e It has become evident during this piece of work that the scope
of the Programme needs to be wider to ensure that the required
cultural change is embedded within business as usual within
the Post Office. This is not simply a network consideration
but is essentially the DNA of the Post Office.
e The Programme therefore as now been renamed the Business
Improvement Programme (BIP) and whilst the scope of this is
currently being determined it will as a minimum include a
review of the life cycle of the Spmr and all touch points with
the business to ensure we support our physical network from
not only an operational perspective but also and perhaps more
importantly from an engagement perspective. Recommendations on
the organisation’s structure will also be an output of the
Programme.
e The Business Improvement Programme will operate with a formal
programmatic approach supported by the necessary governance
and resource. The rationale for this is that a cultural change
in behaviours will be required and therefore the right support
in each of the workstreams and business areas will be needed
Angela Van Den Bogerd 26.11.13 1
POL00026963
POL00026963
to ensure that the changes are managed effectively and
successfully embedded within the organisation. Whilst this is
work in progress the governance structure will broadly be —
Steering Group;
Programme Board; Work stream Project Board.
e Nine workstreams have been identified and are currently in the
stage of mapping the “to be” policies and processes. The table
below outlines the respective work streams, what they are
trying to achieve and what needs to be change to make the
improvements.
Work stream
Objective I
Julie
Training To provide co- IFull review of who,
Thomas ordinated, where, when, what
flexible, effective I and how we train
training to our our branches.
branches, delivered I Includes IT
by highly trained development and
individuals structure review.
supported by a
multi-channel Business change
approach. processes for
delivery of
training
People change
required for
delivery of
training and the
accountability
Communications I TBC To ensure all of Full review of how
our communications
are personal,
simple, co-
ordinated,
relevant,
and timely. They
must also be signed
off by a release
authority, be
measurable and
accurate
visible to all.
we interact with
branches and
development of new
channels or
materials to
support that
interaction.
Specific
communications to
support the visions
of the other work
streams.
Cultural change to
Angela Van Den Bogerd 26.11.13
POL00026963
POL00026963
Work stream —
embed the
principles across
the business
IT Andy To provide Transaction
Holt/Steve I effective support processes to make
Beddoe and meaningful MI things easier for
to colleagues, customers and
customers and branches
clients, enabling
sales and improving Tools for branches
support to access help and
support, and to
improve the
experience
Tools and systems
for internal teams
to support and
record contact
Systems and MI in
place to reduce
inefficiency among
teams
Behaviour to
support new ways of
working
Pre- Craig To ensure our The information
appointment Tuthill agents are that is provided to
process consistently applicants and how
(agents) informed, we share that
supported,
knowledgeable, How we support
confident and feel
part of Post Office
Ltd. To ensure that
our leavers in this
process also feel
informed, supported
and valued.
people through the
process, both from
a structure and
behaviour process
The process of how
we recruit agents
The process of how
we support agents
Angela Van Den Bogerd 26.11.13
POL00026963
POL00026963
Work stream —
I Objective
I Level of change
leaving
Operational Kendra To ensure Structure of the
support Dickinson consistent, operational support
quality, efficient I model and change in
and co-ordinated business process
support is provided
to branches to Development and
ensure they can deployment of tools
serve customers and technology to
effectively and support the model
have their issues Way we deal with
resolved ina suppliers
timely and quality
way. Streamlining of
transactions
causing business
inefficiency
Behaviour towards
our branches
Physical Pam Heap To engage and Structural review
support model support our of support and
branches necessary
effectively to transition
ensure great including
customer service is I recruitment,
provided and assessment and
business growth. transition
Roles and
responsibilities,
including
behaviours
Development of
different skill
sets
Performance Julie To ensure branch How we manage data
Management Thomas performance is within the
managed in the most
efficient way that
enables action to
be taken in a
business, including
the structure and
also the tools and
Angela Van Den Bogerd 26.11.13
POL00026963
POL00026963
Work stream —
timely and
effective way to
improve income,
improve compliance,
reduce losses, or
reduce risk.
I technology
The intervention
process for
managing branch
performance
How we identify
issues, problems
and the way we
react
Leavers Craig To ensure that Review of the
process Tuthill quality and suspension process,
consistent support policy and
is provided to contractual
branches, issues approach
are investigated
before contractual I Behavioural change
decisions are made I 17 how we treat
and agents agents with issues
supported during Structural change
the exit process to support
and processes
Approach to how we
support agents with
issues with
assistants
Detica Kim To develop a proof How we gather,
Abbotts of concept that store and analyse
will inform the
delivery of a data
repository system.
This is required to
manage the
gathering and
analysing of Post
Office data in
order to ensure the
most effective
branch data across
Post Office
Tools and systems
used to gather data
Capability of teams
to use and
interpret data
Intervention and
intervention is management
taken at the processes
earliest stage.
Angela Van Den Bogerd 26.11.13 5
POL00026963
POL00026963
Timeline
* An interim progress report will be produced w/c 2° Dec - this
is essentially the high level “to be” policies and processes
for the nine workstreams
e The Business Improvement Programme scope will be determined
and agreed with Programme sponsor, Kevin Gilliland w/c 9 Dec.
The Programme milestone plan will be mapped out at this point.
Branch User Forum
* The purpose of the Branch User Forum is “to provide a way for
sub-postmasters and others to raise issues and insights around
business processes, training and support directly feeding into
the organisation’s thinking at the highest level. The forum is
a forward looking mechanism to ensure the business processes
and approaches are fit for purpose for users and are in
keeping with Post Office behaviours and values.
e The inaugural meeting took place on 19** Nov. The purpose of
this meeting was to set the context; reiterate the purpose;
agree ways of working and of course get to know each other.
e The Forum members are:
* Chair - Angela Van Den Bogerd
* IT & Change ~ Dave Hulbert
* Network - Michael Larkin
* Commercial - Paul Brown
* Spmr Bryan Hewson, Amble Post Office (Mains)
+ Spmrdohn Shepherd, Gilberdyke Post Office (mailwork with
satellite outreach & Local)
+ SpmrkKaren Goldthorpe, Manor Post Office
+ SpmrSrisvanthini Sriskanthvel, Hollington Post Office
* Bhavna Desai, Newton Post Office
* Wendy Burke, Dunmurry Post Office
* Bob Taylor, BM Gloucester Crown
* Mike Jones, Crown Colleague, Bootle
e In summary an excellent first meeting with the Spmrs & Crown
staff being totally committed to what they saw as the business
reaching out to the branch network and genuinely wanting to
break down the barriers and make a difference.
e The meetings will be held on a monthly basis (at least for the
first few months as determined by volume of input) with the
quarterly meeting being held in the regions to enable a wider
participation from the network.
Angela Van Den Bogerd 26.11.13 6
POL00026963
POL00026963
Branch Focus will feature an article in the December issue
advising of the Branch User Forum, its purpose; who the
members are and inviting people to share their thoughts,
issues, concerns etc.
Angela Van Den Bogerd 26.11.13 7