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iT Directorate Communications Strategy Document Template
Communications
Khey MESSAGES Me hagech toy POT
“ Quadiey Seovice
(S60) ~ Se Abe aetl see”
Mhisis & Combtpnerg
7 v wale ‘ } oY vy)
AUTHOR(S) Graham Bevan & ay ™
REvVIEWER(S)
Ray Jackson $60 Release Manager -
Paul Warbrick AP-ADC/EDG Project Manager.
Win D’Cruz PAF Project Manager >
_lan Oakley DVLA ~ Online MOT Enquiries Project Manager
Ann Cruttenden Change Manager, Operations
_Jonathan Day People Change Manager, Operations
Varsion Number draft v 0.1 Dated1,12.03 * 1
FF Cirectorate
Communications Strategy Document Tempiate
POL00039624
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(Jacky MacKenzie
Product Deployment Manager
_Tom Fitzgerald
Business Analysis & iT Interface Manager
Karen Rogers
smart post Project Manager
Steve Grayston
impact Project Business Change Manager
Mandy Brown S60 Release Business Change Manager _
_Mark Kelly I Senior Communications Manager
Sue Reed People Change Manager
_Abbi Rhodes Business Analyst _ _
_Davyd Nash Motorist Services Product Manager _
_Raj Kalsi Product Suppon Manager
_Chris Guy Mails Product Manager pe
_Gareth Hall__ NFSP Liason Manager
DCC Reviewers _
APPROVER Ray Jackson
Project Boards
REFERENCE
VERSION 0.4
OPERATIONAL
Baseuine No.
Status Draft
CLASSIFICATION
Date 17/02/04
CIRCULATION
Nersion Number dratt v0.1
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IT Divectorate Communications Strategy Document Tempiate
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1.Document Control
La
Version History
Initial Draft
Change Control
All changes to this document are to be sent to the Change Controller, as below:
Name Graham Bevan
Job Title Business Design Analyst
Business Address 1“ Floor
Calthorpe house
Phoenix Place
London WC1X ODA
Tel: Business Telephone Number(s) GRO
Postline I > /
Mobile
E- mail —- Graham Bevan~ graham.beva
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1.2 References / Related / Dependent / Parent Documents
PSO/S6O/IND I 1 S60 Stakeholder Management I 1.0 30/12/03
/STR/026 Approach & Plan
PSO/S6O/SP I 2 $60 Testing Plan 0.4 21/01/04
E/BUI/024
PSO/S60/BC I 3 §60 Implementation Strategy I 0.7 18/01/04
M/STR/023
4 impact Programme
Communications Plan I
PSO/S60/SM I 5 Smart post Conceptual Design I 0.3 I 11/12/03
P/STR/O16
Electronically Distributed Documents
Any problems, comments or improvement opportunities are to be sent to Change Controller above. If not received direct, may wish
to ensure it is the latest version by checking with the Change Controller.
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L. Document Control ....cccccccccsncesorersserensrerssnneneesenensnenesese wiengssnensepinaiiosee seebiverte 3
1.1. Version History
1.2 References / Related / Dependent / Parent Document:
2. Terms and Abbreviations... svsnensseavansetsvenenvensueneepensevanensnssesnencersees 7
3. Introduction.
3.1
4.1 In Scope
4.2 Out of Scope
5. Contents of the Release 8
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7. Post Office Ltd Objective... ssnsensesnvesesnnevens essansanounscessnssetsees ssonveene 9
8. Communication Objective o..ccssssnesnssevesseseessesasernesaseneesseentsssseness 10
9. AUdi@MCE ~ esscecssesresssesnseersenssssessscevertaseosenssenesnsceecesussecenessesenesseeeneaseeeneas 10
10. Key Messages.....sscsssssscsssseseresessnseesressesssecertsscessnersesseenseven svsssesanseseesnoes 10
TL. Timescale ......cssssssserssssnsenessnsssenssesessneesrssneenesancenessecentene cevseraverrorsenonneees LL
12. Budget. 11
13. Release Communications Plan....susseeenereenes anceasvananeesssenneanesvens 1
13.1 Risks & Contingency sssssesunnesseinsinesusianneiestnnnesstntesiannsssctntse 19
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14. AP-ADC eeceseesesrancanansarensoen sosasnsrnens serene 1D
141 Risks & Contingency civssenvennatasesseransrbinaces OO)
15. POL DES....... covecgessvsesednedentiessnbaenasie ssveceensvonsaes vasapeserastandaneenenanseneneiy ssersee 20
16. DVLA Online
16.1 Risks & Contingency
17. PAF... saseausessnsusenensenensseenerteasseneesenonsuranerveteanesususotetscsenenscuetecsecenereses 22
17.1 Risks & Contingency copabkcyenedzeopenenstions sevessennnnneeoennanscess
18. smart post link to PAP... easvyseeeapeneecvuestesiy svasenesoasone soesnevednensvense DD
18.1 Risks & Contingency sooccssessssseensrneccecnssennnmensensseermvsnnccsesnssusceeessssnansensasssts Oi
19. Impact Programme...
19.1 Risks & Contingency ...
20. Change Requests and Fixes...
20.1 Risks & Contingency ... ecesedeereemegs sesnsseneenssenssvanannnied 2D
21. Development, Delivery, C Clearance and \d Sign-Off Authority srenanee 25
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2. Terms and Abbreviations
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Communications Strategy Document Template
{T Directorate:
3. Introduction
3.1 Purpose
The purpose of this communications plan is to map out the deliverables necessary to support the successful launch of the
changes implemented by the S60 Release and it’s individual products.
This pian will enable the project boards to review and sign off the communication deliverables and for the plan to be
integrated into the project plans. It is the responsibility of the project manager to ensure all deliverables on the plans are
achieved,
4, Scope
4.1 In Scope
« Operational Communications/Publications
« Internal Communications
«* External Communications
4.2 Out of Scope
* Communications concerning future releases or programme activities.
* Memoviews ~ these are for contingency and should not appear on a communications plan.
» Marketing activities.
5. Contents of the Release
» Automated Payments (AP) Enhancements
o AP-ADC (Additional Data Capture)
© POL DES (Post Office Ltd Data Exchange Server)
*® DVLA online
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« Postcode & Address Finder (PAF)
* Smart post link to PAF
« impact Programme
o Automated Remittances
o Overnight Cash holdings
o Financial System
« Change requests & fixes
NB For a detailed description of the individual projects refer to the S60 Implementation Strategy document reference [3].
6. Background
S60 will deliver additional functionality to the Automated Payments facility.
Address Finder (PAF) and an External
le clients with much more electronically
fective data transfer. The first client to
ication of the new e-style MOTs. This
lient offerings.
Automated payments will be enhanced with Additional Data Capture (ADC), Pos’
Data Gateway (EDG). This has the potential to reduce paperwork, as well as pro’
captured data. This will improve accuracy of transactions and enable more cost
benefit from this enhancement will be DVLA. We will link online to DVLA for ve
enhancement provides an opportunity to take on new clients and to develop curren
A separate, but linked three-phase project, called Impact aims to deliver a new fi
Phase one will take place at the same time as the AP-ADC and PAF improvement:
of ONCH (Over Night Cash Holdings) in branches - helping Post Office Ltd to m
automation of the tracking system for Remittances - giving better control over ti
system and enabling a tighter accounting process.
cial accounting system by mid 2005.
It will include automation of the pick up
age its cash more effectively, and the
xact whereabouts of cash rems in the
7. Post Office Ltd Objective
To deliver changes to the way we do our business through the S60 and phase
simplify the job at the counter and in the back office in a way that will make our off
frontline people to focus more on selling.
e Impact release that will dramatically
to clients more attractive, and allow our
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8. Communication Objective
To ensure that all audiences affected receive timely and effective communication that demonstrates our strategic
commitment to simplify the business and provide our frontline people with more time to sell, as well as assisting in delivering
Post Office Ltd’s objective above.
9. Audience —
Stakeholders (see S60 Stakeholder Management Approach & Plan, doc ref. [1])
General Managers
Heads of Area
Managers in the Retail Line
Post Office® Branches
Product Managers
NBSC
Admin Functions
Customers
10. Key Messages
Why ~ To simplify our processes, enhance our offer to clients, provide space for frontline people to sell, improve accuracy,
increase speed of reconciliation and drive down costs.
What ~ The $60 release will enhance Automated Payments (AP) functionality with Additional Data Capture (ADC) ~ DVLA
is first client to benefit. We will link online to DVLA for verification of the new style MOTs. We will introduce Postal Address
Finder (PAF) as a standard feature offered for new AP-ADC transactions or as an enhancement to existing transactions.
(PAF) capability will initially link to smart post for a limited number of transactions.
We will be also launching the new External Data Gateway (EDG) that will allow data files to be passed to clients without the
reliance on a third party or the development of individual connections.
Impact aims to deliver a new financial accounting system by mid 2005. Phase one will include automation of the pick up of
ONCH (Over Night Cash Holdings) in branches - helping Post Office Ltd to manage its cash more effectively, and the
automation of the tracking system for Remittances - giving better control over the exact whereabouts of cash rems in the
system and enabling a tighter accounting process.
When — Already being developed. Supplier testing starts end Jan 2004. Launch due late summer 2004,
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Where ~ c.4,600 DVLA branches for DVLA Online and the rest of the estate fdf all other products. Soft launch in mid
summer to c.?? MVL branches, c.?? branches to test Smartpost with PAF, c.?? bfanches to test ONCH and Auto Rem in
one Cash Centre location tbe. I
How — Operational Focus, Workaid and Operational Manual and training materials.”
How — Frontline Focus, Commercial Focus, Business Focus, Courier, Press Releas)
Who — S60 project team, Internal Comms, PR, AP Product manager/s, HOAs.
Values ~ . Simple and straightforward. Commercial and profitable. Expect more and get more. Customers matter most.
11. Timescales
Jan 2004 ~ Sept/Oct 2004
12. Budget
N/A
13, Release Communications Plan
Ref. / I Type Audience I Objective Key Messages VChanne Timing Responsible For = Status/C
Product i Delivering I ost
S$60/1 I Stakeholder I Chief I Raise awareness. Details of S60 release, I F2F Jan04 Ray Ongoing
I Comms Operating I Manage expectations. impact on POL and the I fortnightly dacksorv/Mandy
All Officer I Enable impact planning. I business strategy and meeting Brown via
vision, stakeholder
meetings & Input
Review Forum.
I $60 /2 StakeholderC I COO/GMs To gain commitment to the I — Detailon the S 60/ I F2F 4 Feb 04~ Mar I Ruth Holleran has
I omms programme 70/80 Presentation 04 been given the
I Inipact « How the : presentation that will
I requirements will be go fo the RL, and has
I developed agreed to use it to
I © _Input required from raise the profile of
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17 Directorate Sommunications Strategy Document Tempiate
end users to develop IMPACT at the Ops
i detail top team meeting.
(© View of what lnpact
i many effect day to
I day working duties
_* What this may bring
S60/3 Stakeholder I Stakeholders I Keep informed of I $60 in build stage. Share End Jan 04 Mandy
Comms progress. I approach Ongoing Brown/Graham
All Manage expectations. documents & Bevan/Project
Develop familiarity with plensiiilyiit - Managers
860. I Owyp-Hightigh
S60/4 General Product Highlight benefits of AP-ADC system - Briefing notes. I Feb 04- Delivery by POT -
Comms Managers I enhanced system. faster, more accurate, I F2F demos, — ongoing I Tom Fitzgerald
AP-ADC GMs I Generate client interest. I less paper presentations, I
& POL HOAS I Timescales. workshops. ‘I
DES & Head of EDG — advantages Exploitation
PAF Franchise & and flexibility. guide.
Multiples:
Head of Sales
S605 I General All business Raise awareness. Simplifying our Business Published Graham Bevan
Comms Manage expectations. business. Enhancing I Focus special I Mar 04 Abbi Rhodes
ii —finks. Demonstrate progress the AP functionality on EC soem Mark Kelly
to Impact against EC promises with Additional Data promises. Brief
plan and Strategic plan. Capture, 1 Feb 04
Will improve accuracy
of transactions.
Has potential to reduce
frontline paperwork.
Will help provide space
for frontline people to
spend time selling,
An opportunity to take
‘on new clients and to
develop current client I
I offerings. H
First client to benefit ~
DVLA. We will link
I online to DVLA for
i verification of the new I
; I style MOTs. I
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_ External Data Gateway I
I (EDG) will allow data 1
_ files to be passed to
I clients more cost
_ effectively than via the i
current third party or I
individual connections.
I impact aims to deliver
j a new financial 1
Hl accounting system by 1 I
mid 2005, in three
phases.
Phase one of Impact
includes automation of
ONCH and Rems.
Automation of the pick
up of ONCH
{OverNight Cash
Holdings) in branches ~
helping Post Office Lid
to manage its cash
more effectively.
Automation of the
tracking system for
Remittances - giving
better control over the
exact whereabouts of
cash rems in the
system and enabling a
tighter accounting
process.
4
Comms HOAs Manage expectations. impact on operations, I Briefing paper Transformational
All Head of Enable impact planning. — including need to for cageade Change Managers,
Franchise & revise performance I PDT - Tom
Multiples: targets. I Fitzgerald.
Head of Sales
S60/7 General GMs Raise awareness. Details of S60 release, [ F2F I rs 04 Graham Bevan,
1
SbO/8 General RLMs Raise awareness. Details of S60 release, I F2F May 04 Graham Bevan
Comms Manage expectations. _ impact on operations, I Briefing paper Heads of Area
All Enable impact planning, I including need to _ for cascade Mark Kelly
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revise performance
targets.
implementation phase
starts.
QBAS
S608
All
General
Comms
Staff & Agents
Raise awareness.
Manage expectations.
Enable impact planning.
Details of S60 release,
impact on operations,
I including need to
I revise performance
_ targets.
_ Implementation phase
_ starts.
F2F / use on
visits etc /
WTL&L
JuniJul 04
RLMS
$60/10
Impact
General
Comms
HOA
Directly
Managed /
Commercial
/ Rural /
Multiples
‘To gain commitment to
the programme
I Detail on the S 60 / 70
/ 80
How the requirements
will be developed
Input required from
end users to develop
detail
View of what Impact
many effect day to day
working duties
What this may bring
Far
Presentation
Feb 04~ Mar
04
TCMs & Ops
Project Mgr
S60/11
Impact
General
Comms
RLM
To gain commitment to
the programme
Detail on the $ 60 / 70
/ 80
How the requirements
will be developed
Input required from
end users to develop
detail
View of what Impact
many effect day to day
working duties
What this may bring
F2F
Presentation
Feb 04 ~ Mar
04
HOA
» $60/12
General
Comms
Siaff & Agents
To gain commitment to
the programme
t
« As above but
tailored fo the
audience
F2F /use on
visits ete /
WTL&L
Feb 04 ~ Mar
26/04/04
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Communications Stategy Document Template
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560/13 General HOAs Deliverabl TCMs & Ops
Comms I What this will mean to I Presedt May 04 Project Mgr
Impact I the counter
Benefits this will bring
I I Le. time saving??
I Recognition - user
I input
i Slide pack for RLM’
L use,
$60/14 General RLM Up Date $60 As above April 04/ HOA
Comms Slide pack tailored to May 04
Impact agents / staff
S60/15 General Staff & Agents I Up Date S60 As above but tailored April 04/ RLM
Comms to the audience May 04
Impact
I S60/16 General Retail Line Up Date S60 Progress report on 4-6 weeks Go
I Comms Deliverables Live
Impact Prep for Go Live
S607 General Soft launch Raise awareness. Selected for soft May04/June I TCMs & Managers
Comms branches Manage expectations, jaunch. 04 in Retail line
All I Next steps.
" Te i g
General
Stakeholders I Key Milestone achieved.
N
S60/18 I Fujitsu data centre Graham Bevan
Comms I Next steps upgrade FOF,
All (850 to $60) — back Pr
end impact only. reportg
Live counter proving in
Calthorpe will now
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commence.
Soft launch will follow
shortly ~ details.
¢.?? DVLA branches
I ce. 2? Smartpost
I co. 27 ONCH & Auto I
i Rem I
$60/19 Operational I Soft launch Manage expectations. Next steps. Phone Aug 04 Manager in Retail
Comms branches- tine
DVLA DVLA _ . .
$60/20 Operational I Soft launch Understand changes Operational Ops Focus spi, I Aug 04 Ops Comms
Comms branches - and how to do the instructions. (lead time 10
DVLA DVLA. revised processes. Change to DVLA working days)
process. Workaid (lead
time 16
working days)
time
I $80/21 Operational I Soft launch Manage expectations. Next steps. Phone Aug 04 Manager in Retail
i Comms branches- fine
smart Smart post
_posvPAE
I $60/22 Operational I Soft launch Understand changes Operational _ Ops Focus spi. I Aug 04 Ops Comms
: Comms branches ~ and how to do the instructions. 4 Thesis (lead time 10
smart Smart post. revised processes. _Shange to Smartpo: working days)
post/PAF (process. . Workaid (lead
cae I time 16
Lworking days) i
$60/23 Operational I Soft launch Manage expectations. Next steps. I Phone I Aug 04 I Manager in Retail
Comms branches- I inum. i “line
Impact ONCH/Auto a I I
projects Rem i
1&3 i i i
S60/24 Operational I Soft launch I Understand changes Operational Ops Focus spl. I Aug 04 I Ops Comms
Comms I branches - I and how to do the instructions. (lead time 10 i
Impact I ONCH/Auto revised processes. Change to ONCH/Auto I working days)
projects I Rem. Rem process, Workaid (ead
183 I I time 16
I working days)
time
I $60/25 General All business Report that soft launch I Testing complete. Business dun 04 or Graham Bevan
Comms. Royal Mail has happened/is about Report on lessons Focus, Aug 04 Mark Kelly
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All ~ tinks Group to start, I learned and Couriar. i
to Impact _ Prepare branches to _ improvements. : I
plan i expect next stage. Outline soft launch
‘I Demonstrate details,
j effectiveness of Simplifying our I
i business IT systems. business. I
860/26 General Media/External I Demonstrate DVLA is changing with Aug 04 Adam Morris
Comms. audiences effectiveness of Post new online MOT.
AL Office® IT systems. Post Oifice® is ready
Sine be y I Linktowidermessage I to handle.
Stroud pach! I nat the Post Olfice® is I AP-ADC system -
modernising and faster, more accurate,
becoming more cheaper, less paper
commercially focused.
I Link to other motoring
I products.
: Advertise the enhanced
i AP- ADC capability to
L prospective clients.
§60/27 General I Frontline Understand changes Change to DVLA Ops Focus Aug 04 Ops Comms
Comms & people - all and how to do the process, (lead time 10
DVLA Operational I OVLA revised processes. working days)
Comms branches. H Woi {lead
Managers in I time 1
Retail line ing days)
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4 : oo L
I S608 Understand changes Change to Smartpost I Ops Focus Sept 04 Ops Cornms
I Comms & people and how to do the process. {lead time 10 i
AD Operational I Managers in revised processes. Change to ONCH working days)
I excluding I Comms Retail tine process. Workaid (lead
DVLA Change to Auto Rem I time 16
process. working days)
time.
Ops Manual
(lead time for
i print is c.
I Sweeks, but i
printed bi- /
annually, CD
version and
intranet are
kept up to
date.)
Commercial
Focus
$60/29 General Customers Understand changes fo *, DVLA online MOT and * Verbal Jul 04 Frontline people
Comms DVLA and smart post —_sbbar-scanned * Posters onwards DVLA/Praduct mgr
DVLA & I reminders, *
smart I New V5 (log books). *
post I Wewillhandback =? i
_V10s. eke ah i
I Custome? réceipt is +)} I
i X now a valid proof of Sh
I Z xipostage. zh
S630 Operational All Branches Contingency planning & I Feedback on common I Ops Focus Sept 04 Ops Comms For I
comms problem management. I errors and reminder of Continge I
All correct procedures _ ney Only
Sead ped Goommyte
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13.1 Risks & Contingency
« Key release and project dates constantly changing, impacting the ability to effectively plan communications or
resulting in reactive communications.
* Release content changing, impacting the ability to effectively plan communications or resulting in reactive
communications.
Tactical plans fail to gain project board sign off.
Release authorisation not given.
Functionality fails to function as expected or not at all.
Expectations of key stakeholder/audiences mismanaged.
Volume of competing communications resulting in messages being cancelled or diluted.
Ineffective targeting.
Poor message development
I
i
eee e eee
14, AP-ADC
AP-ADC is delivering enhanced functionality to new and existing AP products. As such operational communications will
generally be delivered via the DVLA Online product, the first to the AP-ADC functionality.
Ref. / Type I Audience Objective Key Messages Chanel Timing Responsible For I Status/C
Product i Delivering ost _I
$60/3 Stakeholder = Stakeholders I Keep informed of $60 Progress and Share End Jan 04 I Mandy Ongoing
Comms i progress. developments, approach ~ ongoing. Brown/Graham
i Manage expectations. documents & Bevan/Paul
Develop familiarity with plans. Warbrick
$60. Highlight
i reports,
S60/4 General Product Highlight benefits of _ AP-ADC system - Briefing notes. I Feb 04 - Delivery by PDT ~
Comms Managers. enhanced system. I faster, more accurate, I F2F demos, ongoing Tom Fitzgeraid
AP-ADC GMs Generate client interest. I less paper presentations, i
&POL HOAs I _ Timescates. workshops.
DES & . Head of I EDG ~ advantages Exploitation
PAF Franchise & I and flexibility, guide.
I Multiples I I Selling the products.
Ll Head of Sales _—
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860/30 Operational ~All Branches Cantingency planning & I Feedback on common I Ops Focus Sept 04 Ops Comms For
comms ‘obleam management. errors and reminder of I Continge
i correct procedures I ney Only
860/28 Operational All Branches os Manual Update. Change to A_-ADG Ops Manual = Sept G4 I Ops Comms I
Comms i Disaster Recovery I I
os process. —_——— —
14.1 Risks & Contingency
« System not performing as expected after soft launch/go-live.
« Delayed launch.
« Additional products coming online.
15, POL DES
Ref. / Type Audience Objective Key Messages Channel Timing Responsible For Statusic I
Product _ Delivering _ ost
S60/3 Stakeholder I Stakeholders Keep informed of S60 Progress and Share End Jan 04 I Mandy Ongoing
Comms progress. I developments. approach ~songoing. Brown/Graham
I Manage expectations, documents & Bevan/Pau! I
Develop familiarity with plans. Warbrick I
$60, Highlight I
i reports.
I S804 General Product Highlight benefits of AP-ADC system - Briefing notes. I Feb 04 - I Delivery by PDT ~
I Comms Managers. enhanced system. faster, more accurate, I F2F demos, ongoing I Tom Fitzgerald
I AP-ADG GMs I Generate client interest. I less paper presentations, —
/& POL HOAs ij Timescales. workshops.
I DES & Head of EDG ~ advantages I Exploitation i
PAP Franchise & and flexibility. I guide, i
Multiples: Selling the products. I
Head of Sales I I
$60/30 Operational I Al Branches I Contingency planning & © Feedback on common I Ops Focus. Sept 04 Ops Comms For
comms problem management. errors and reminder of Continge I
correct procedures _ney Only I
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15.1 Risks & Contingency
* System not performing as expected after soft launch/go-live.
«
*
16. DVLA Online I
Type Audience Objective Key Messages Channel Timing I Responsible For Status/
i _ Delivering Cost
stakeholder I Stakeholders Keep informed of $60 Progress and Share EndJan 04 Mandy Ongoing
I Comms progress. developments. approach ongoing. — Brown/Graham
i ] Manage expectations. documents & Bevanian Oakley
i Develop familiarity with plans.
I $60. Highlight
Ll reports.
$6017 General Soft launch Raise awareness. Selected for soft F2F of Phone I MayO4/June I TCMs & Managers
Comms branches Manage expectations. launch. I 04 in Retail line
— Next steps, L
$60/20 Operational I Soft Launch Training Delivery I Instructions on how to I Workaid and 19/07/04 Ops Comms i
Comms Branches I perform the new other training i
Le _ transaction. materials.
S809 Operational Soft launch Manage expectations. Next steps. Phone Aug 04 TOM & Manager in
_ Comms branches- I Retail line
i DVLA L
S60/20 Operational I Soft Launch Understand the changes I Change to DVLA Ops Focus Spi Aug 04 Ops Comms
I Comms Branches and how to do the process. I
revised process. a.
& __I Key Date - CO Ce Sottanen i T re
$60/27 Operational I Remaining Training Delivery instructions on how to I Workaid and 02/08/04 Ops Comms
Comms Branches perform the new other training
transaction. materials,
860/27 I Operational Soft Launch Understand the changes I Change to DVLA Ops Focus Aug 04 Ops Comms i
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Comms Branches Vand how to do the process. Commercial T
revised process. Foous
i inderstand changes to I DVLA online MOT an a Jul 04 rontiine peopie
I Comms DVLA and smart post bar-scanned Posters onwards I Product mgr i
i reminders.
I New V5 (log books).
i We will hand back I
fl Vi0s. I
I $60/30 Operational © MVL Branches I Contingency planning & I Feedback on common I Ops Focus. Sept 04 I For
i comms : problem management. I errors and reminder of I I Continge
Le i correct procedures I ney Only
S607 Operational = MVL Branches Ops Manuai Update. Change to DVLA I Ops Manual Sept 04 I Ops Comms i
ener SONS process. i
16.1 Risks & Contingency
* VOSA not there
* DVLA not there
+ Dates move back
« AP-ADC elements not there.
e Software does perform as expected.
« Release authorisation not given.
17, PAF
Ref./ Type Audience Objective Key Messages Channel Timing Responsible For — Status/C
Product Delivering ost
$603 Stakehoider I Stakeholders I Keep informed of S60 Progress and Share End Jan 04 I Mandy Ongoing
Comms I progress, developments. approach ongoing. I Brown/Graham
I Manage expectations. documents & I BevanWin D’Cruz
I Develop familiarity with plans, I
I $60. I Highlight I
i el reports. se im
General Product _ Highlight benefits of _LAP-ADC system - Briefing notes. I Feb 04 - _ Delivery by POT - i
Version Number draft v 0.4
Dateds.12.03.
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IT Directorate Communications Strategy Document Template
I Comms Managers. enhanced system. I faster, more accurate, I F2F demos, ongeing Tom Fitzgerald i
AP-ADC GMs Generate client interest. less paper presentations, I
&POL HOAS I Timescales. workshops. i
DES& Head of I EDG ~ advantages Exploitation /
PAF Franchise & _ and flexibility. guide. ‘I
Multiples I Selling the products, I i H
. Head of Sales i i L i
S60/30 I Operational_I All Branches Contingency planning & I Feedback on common I Ops Focus Sept 04 Ops Comms _ For I
_ comms problem management. _ errors and reminder of i i I Continge ©
I i L correct procedures _ney Only I
60/28 Operational I All Branches I Ops Manual Update. Change to AP-ADC Ops Manual Sept 04 Ops Comms I I
I Comms Disaster Recovery I : I
i process. oo
17.1 Risks & Contingency
18. smart post link to PAF
Ref. Type Audience Objective Key Messages Channel Timing Responsibie For Status/
_Delivering Cost
S60/3 Stakeholder I Stakeholders I Keep informed of S60 Progress and Share” End Jan 04 Mandy Ongoing
Comms progress. developments. approach ~ ongoing. Brown/Graham
Manage expectations. documents & Bevan/Karen
Develop famifiarity with plans. Rogers
S60. Highlight
L reports.
S607 Generali Soft launch Raise awareness. Selected for soft F2F or Phone I May04/June = TCMs & Managers
I Comms branches Manage expectations. launch. i 04 in Retail line
L Next steps. I _
I $6020 Operational I Soft Launch Training Delivery Instructions on how to I Workaid and 19/07/04 Ops Comms
Comms Granches perform the new other training
. transaction. materials.
“S609 Operational Soft launch Manage expectations. Next steps. Phone Aug 04 TOM & Manager in
Comms branches Retail line
Version Number dratt v 0.1 Dated 1.12.03 23
POL00039624
POL00039624
IT Directorate, Communications Strategy Document Tempiate
$60/20 Operational I Soft Launch Understand the changes I Change to DVLA Ops Focus Spl I Aug 04 Ops Comms
Comms Branches and how to do the I process.
revised proces:
- Kapa pe ost Le panied Te
S$60/27 Operational Remaining Training Delivery instructions on how to =» Workaid and 02/08/04 Ops Comms
Comms Branches perform the new I other training
transaction. _materials.
S60/27 Operational I Soft Launch Understand the changes I Ghange to smart post = Ops Focus Aug 04 Ops Comms
Comms Branches and how to do the process. Commercial I
revised process. Focus
$60/29 General Customers. Understand changes to I Validated address I dul o4 I Frontline people
Comms smart post. lookup. I Posters I onwards I Product mgr
Customer receipt is I I i
now proof of purchase
for Standard Parcels. i
i transactions. i i
$60/30 Operational I AliBranches “Contingency planning & I Feedback on common I Ops Focus I Sept 04 I Ops Comms For
comms I problem management. errors and reminder of i i Continge
i correct procedures i ney Only
S$60/27 Operational ~~ AllBranches = Ops Manual Update. Change to smart post I Ops Manual = Sept 04 I Ops Comms
Comms I process. I i
18.1 Risks & Contingency
19. Impact Programme
19.1 Risks & Contingency
Version Number draft y 0.1
Dateds.12.03
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IT Directorate Communications Strategy Document Template
20. Change Requests and Fixes
20.1 Risks & Contingency
21. Development, Delivery, Clearance and Sign-Off Authority
Detail here the development, delivery, clearance and sign off authority for communications
Version Number dratt ¥ 0.1 Dateot.12.03 28
POL00039624
POL00039624