POL00032430
@D Outlet Field
Support Team
HYS Issues and
Updates
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2007 — 2008
OFFICE
DETAIL
I Engineer’s not familiar with
Training Kit and replacement
I parts for “live “ system being
brought unnecessarily
. Horizon Help I Horizon Help Desk have trouble
_ Desk ~ locating CTO’s on their computer
I system
ACTION
Proposed group of trainers to be trained on
problems with Training Kit, they can be
contacted in first instance for resolution.
Chris Fayers may have “workarounds” for
potential problems .Update .Sandra Lewis
discussing problems with Fijitsu. E Mail
sent by Sandra to whole team asking for
specific feedback on past instances.
When contacting Horizon Helpdesk with a
system fault trainers to emphasise the
need for the advisor to key in full 7 digit
code
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Outlet Field Support Team HYS 2007 — 2008 Update
Resolved
or Answer
I Offices left in poor state of
I cleanliness and order prior to
I transfer.
In offices that have a pre-transfer visit,
BDM to do a check of the office before
transfer and re-emphasise the need to
leave the office in good order.
Update
Please flag up any individual instances
DETAIL
ACTION
where there is an issue when we attend,
to be flagged back through your line
manager to outlet intervention team.
OFS to delay the transfer by 1-2 days if
necessary if H&S issues are serious or due
to the state of the office this will impede the
training. All issues to be discussed with line
manager.
A pro forma to be issued to outgoing SPM
2 weeks prior to transfer to check office is
in good order ( stores etc)
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Resolved
or Answer
given
I Workmen still finishing off
refurbishment on 1° day of
training
Risk Assessment to be completed by
OFSA
Can the Opening of the office be delayed
All onsite trainers to keep risk assessment
form on hand
Update.
Electronic Risk Assessment Form and
process to follow has now been sent to
all OFSA’s
Problems exiting the building after
I 5pm due to swipe facility on
I external door. This is impacting on
I training time
CTO needs to have its own swipe card in
order to operate the exit door as and when
required.
Any CTO issues to be raised by CTO
DETAIL
owner (Manager or Lead Team member)
as they arise.
Update
Simon Grant to meet with security team
to agree solution.
Final Update
Reception hours are still 9-5. It is
common practice to leave up until 6pm
via reception but you have to wait for an
existing member of staff to leave to
utilise swipe facility. More practical
solution would be to leave via RM
entrance, no swipe card necessary, and
car park barrier still in operation at
these times.
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Resolved
or Answer
given
oilets not cleaned and fridge
requires cleaning
Michael has solved these problems locally
day of annual.
‘ome trainers have been
nstructed to phone/RAS in on
last day of annual leave to check
Any annual leave lasting more than 5 days
where
possible have a WFH day scheduled when
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Resolved
DETAIL ACTION or Answer
given
for any alterations to their team member resumes.
I schedule made by the co Only in exceptional circumstances should
I coordinators in their absence schedule change and OFS in Salford to
leave voicemail on mobile if this is the
case.
Update. Having an extra day added after
Annual Leave is discretionary and
shouldn’t be viewed as policy.
Trainers are not required to phone
Salford whilst on annual leave
Why do POL pay 40p per mile for
I 5000 miles instead of 10000 and
I why do Royal Mail business unit
I have more favourable T&S rates
The issue of T&S payments are unable to
be progressed on the local HYS action
plan. The forum for these types of issues is
‘Ask Alan’ via email.
Jeanette is already working on the form
with a BDM and would welcome feedback
and ideas from everyone in the team. The
form is being updated.
Update
Jeanette has now left the team; Pete
has e mailed wider team for examples.
Final Update
New TRF now been produced
Feedback from meeting suggests
_ I the form is still inadequate. Details
such as office transactions, or
/ alternative contact details for
incoming are missing
_9.Bank Of Ireland I Concerns over the lack of training I Currently being looked at by OSCG to get
DETAIL
given to SPM’s at installation for
I day to day use and balancing
ACTION
accurate operating instructions for all
ATM's in the network.
Update
Operating Instructions for ATM’s now
appear on the online brief
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Resolved
or Answer
given
No existing or new ONCH targets
I available in office during training
period to refer to.
Advice on cash holdings for individual
offices should be
available from the Cash Support Team via
Update.
No cash holding targets exist anymore,
superseded by Planned Orders. Cash
Support team can still be contacted for
any advice
.A suggestion was made that we
check and ensure all compliances
are carried out as per the Audit
team requirements as well as our
I own
We currently cover what we (OFS) are
responsible for (if unclear the brief covers
our responsibilities). Other compliances
could be covered in up and coming Post
Transfer Visits ( these are being worked on
and will be issued in due course)
I Are the OFS Team Standards
This could not be discussed as we required
DETAIL
ACTION
which specific
area of the standards was being referred to
Update.
All Standards were being referred to
but
Team standards are not in conflict with
our existing terms and conditions so
therefore haven’t been passed via the
CWU
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Resolved
or Answer
given
The Saturday Attendance is now
I being stopped, how will it affect
the OFS team?
This issue is currently being addressed by
the Lead Team, awaiting feedback.
Update
Sat allowance has not currently
changed for the OFSA’s
45, London
Weighting for
I This was discussed , how are the
affected people in the team going
to be compensated
This issue is currently being addressed by
the Lead Team, awaiting feedback.
Update
No decision has been made on this yet.
The business has not looked at this for
Crown Office staff yet either, further
information to be cascaded in due
course
I The training period can be
I impacted upon due to the issues
I that surround a re opening or re
I location and the SPM can lose out
After discussion it was agreed the OFSA
has to assess the need on an individual
basis and make a judgement as to whether
an extra day has to be added on to the
DETAIL
on his training time
ACTION
training period.
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Resolved
or Answer
given
I No current rep for temp trainers
recruited for WHSmith
conversions.
Anita will progress with Simon.
Update.
Sharon Turner now to represent temp.
trainers
Lack of team communication
within the WHSmith trainers as
they have no laptops and only
I some have personal e mail
I addresses
Anita to discuss with Stuart how the laptop
situation will be progressed.
Update.
Laptops have now been ordered and
delivered for all new team members
I Audit team left message for OFSA
I to complete balance after lottery
figures had been taken from
system, then roll over office.
I Written message left , no call
Alan to progress with Gary re feedback
process for OFSA and Audit that is
currently being worked on.
Update.
The practice of OFSA rolling over the
stock at a transfer, after final lottery
figures have been added, is general
practice throughout the country but
shouldn’t occur , without discussion at
Trading period end as that is the
responsibility of the outgoing agent.
I Job Description required to
I explain OFSA role
Pete to progress.
Update
Job description now included on
Toolkit
DETAIL
I RAS and Power cable for CTO’s
I to ease use of laptops
ACTION
Toby to progress via e mail to wider team
to find out if any spares.
Update
Communication sent by Wendy to all
OFSL asking them to deal with this
locally as everyone’s needs could be
different. Some CTO’s have the LAN
and some have
existing spare cables that can be
utilised
Resolved
or Answer
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given
I Can any travel time after 530pm
be paid as per Sunday travel
arrangements or Sat Attendance
payment extended to cover same
I period
Update
Excess hours were reduced via the buy
out option. It is not Post office Policy to
pay “extra” other than for Sunday travel
Feeling that the role is
undervalued (same rate of pay as
I OFSA). Based on responsibility ,
I allocation of work, supervisory etc.
Wendy to progress with Julia/Lead team.
Update
No plans to review the BM support role.
All roles within the business change.
The role is different to that of the
support role but originally trainers were
DETAIL
ACTION
asked if they wanted to be considered
for this role
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Resolved
or Answer
given
I Can we have a cheaper rate via
Royal Mail
This is an old action that there appears to
have never been answered fully.
Update
Never resolved in last years HYS- it was
submitted to the then ideas scheme. To
be re submitted...
Further Update
This has been submitted to the Benefits
Manager, I will cascade the result when
I receive it
I Field Change Advisors have been
I offered Sat Nav
“Link” been given to FCA if more
I than 30 minutes away from a LAN
Alan to investigate this offer further with
Network Change and IT.
Update.
This was budgeted for as part of the
Change project as the team had to visit
several branches in a day. This is not
part of the OFS budget and is not being
considered at this time.
Link has been answered via broadband
and mobile office question further
down
I Wireless facility has been
I disabled, better use could be
Pete will investigate and report back.
Update
DETAIL
made if we could “enable” for
I home and hotel use? Is it going to
be provided as a tool for the job
ACTION
Pete has investigated with IT, potential
cost problem as all users would have to
be issued with Mobile Office
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Resolved
or Answer
given
I Trainers feel a bit aggrieved that
they are expected to stay away for
I four weeks for this training
Much discussion about this in the room,
Wendy to take away and pursue with Chris
/Julia to see if this can be added to the
communication from Salford
Update
Communication now been forwarded to
team explaining how the scheduling
takes place and how this situation can
be avoided if possible. All anomalies to
be flagged up by the individual
I No mob. numbers have been
included on schedule for the temp
trainers
Makes it very difficult to contact and time
consuming Anita to pursue
Update
All temp trainers mobile numbers
appear on internal directory
For nights spent away at
I. conversions
Wendy to pursue
Update
There will be no formal recognition as
this is seen as part of the role.
Possible changes by HM Customs
I for using private cars for business
juse
Update
Mileage claims do not come under the
remit of HYS, this forum is not
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Resolved
DETAIL ACTION or Answer
given
designed to change business policy,
and all answers on this subject have
been cascaded to the team on previous
occasions. This could be pursued
through “Ask Alan” if further action
required
Update.
Broadband to be pursued but in the
meantime more use made of Delivery
offices or LAN sites or Crown Offices.
Possible solution to speed things up
could be to take ticks off toolkit and
download at LAN site later.
Further Update.
New contract being signed for Mobile
Office. Is it viable for LiW is under
review
Communication to be sent to both asking
them to “Zip “files before sending to speed
up downloads.
Update
Communication now forwarded All files
where possible to be zipped prior to
sending in the future
RAS is not effective for
I Sales/OSG/Salford Downloads
I I Laptops cannot cope with huge
Electronic File I files sent from OSCG and Salford
DETAIL
I Not always convenient to dial in of
you are on site
ACTION
Update
If the times of the conference calls are
not convenient please raise this with
your line manager prior to the call (s)
taking place
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Resolved
or Answer
given
Large travel and accommodation
bills received during WHSmith roll
out
Update
Impress facility is available currently for
advancement of accommodation costs.
Chris will pursue with Finance the
possibility of getting credit cards for the
team.
Further Update
No plans to issue Business Credit
Cards, full use of the above facility
should be made
Business under financial
new printers?
constraints, why then expense of
Ring IT to ask the question?
Update.
Confirmed with IT there is no extra cost
involved in having our printers
upgraded as this is built in to the
contract
36.Insuranc
I Can we be insured for losses
I whilst on business time?
Update
Any reasonable Losses will be
considered by the business on a case
by case basis
DETAIL
Memo views are not been sent to
I team
ACTION
Business decision to stop but link
available to view all messages.
Update
Memo views are no longer available to
view electronically on the Intranet so
are now being sent by e mail to the
whole team
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Resolved
or Answer
given
I Why are there inconsistencies.
/ across the patch? Some have it
signed off and some don’t
Update
We should always aim to save money
where we can, the amounts quoted on
the T&S guidelines are maximums and
we should aim to come under that. T&S
claims outside the guidelines are paid
at Line manager’s discretion.
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