POL00040078
POL00040078
Initial Complaint Review and Mediation Scheme
Programme Board
4" February 2014
V1.0
LEGALLY PRIVILEGED
POL00040078
POL00040078
Agenda @
Decisions for this meeting
Agree communication scenario outcomes
Agree next steps to mapping interdependencies between the Scheme & BIP
Agree approach to developing Future Complaints Resolution model I
Agree mitigating actions/resolutions for escalated risks & issues I
Approve Programme Plan (by correspondence by 7 February) I
Agree next Programme Board meeting I
@)
NL
LEGALLY PRIVILEGED
POL00040078
POL00040078
Programme Director's Update @
a ee Comms \ Themes Programme Future Performance Risks &
dois Scenatios/ from CORs/ Dependencies / one’ / Dashboard Issuies
Delivery & likelihood of success X. Kf Trajectory *
Overall good progress made since last Board with a positive meeting with James
Arbuthnot MP. Face to face Working Group was more difficult with the group revisiting
their scope with a different view being taken by JFSA and Second Sight to Post Office.
Work to resolve this and pin down the Second Sight letter of engagement is a priority.
+ Performance - a number of investigations are now concluded and reports being quality
assured. Quality assurance is currently taking longer than envisaged — this is being closely
monitored and should improve as draft report quality is increasing. Second Sight’s first
reports have slipped again to 27 February. This will be a key milestone for the Scheme.
* Administration - much better controls now in place although legacy issues around
purchase orders and invoicing are currently of concern.
+ Mediation - processes revised by the Working Group on 30 January. Post Office
representatives being confirmed. Time pressure has reduced slightly due to the slippage of
the Second Sight reports.
+ Programme Dependencies and Future Policy - early progress made on dependencies
and future policy; both on the agenda for discussion today.
POL00040078
POL00040078
2. Communication Scenarios
bec. Comms \ Themes Programme Fue j Perannance a)
Update Scenarios/ from CQRs/ Dependencies a Dashboard Issues
Media Scenario Risk Map
UFSA disengage from Working Group
Second Sight disengage from Working Group
Second Sight additional support needed
Applicant(s}/MP talks to the press about the outcome of
mediation (satisfied)
5, Applicant(s)/MP talks to the press about the outcome of
Media Scenario Planning Overview Slide
RES
big mediation (dis-satisfied)
2 6. _ investigation findings
Fs 7. MP/ Stakeholder / James Arbuthnot raise concerns with the
é Press of Parliament (e.g. question in Partiament)
3 ved 8. James Arbuthnot meeting MPs (likely to be February 204
5 9. Mediation outeorne communication to WG mace public
Hy 10. Network issues (increased number of concems ci
Horizon, separate ‘Horizon’ issue raised)
11. Post Office Legal issue (sued) / Prosecution(s} and Policy
12. Consumer futures involvement
13. _NFSP move position of satisfaction to dissatisfaction
14. interested journalist contacts us proactively (e.g. Matt
Unikety Possible Probable Prodger, BBC or Karl Flinders, Computer Weekly}
Uteihood of Risk Realising 15. The Impact of external non-Horizon engagement on the
Scheme
LEGALLY PRIVILI
POL00040078
POL00040078
2. Communication Scenarios
Programme
Dit
Comms Them Programme Future Performance &
Scenarios/ from CORs/ Dependencies / Gomee® / Dashboard Issues
Summary of Materials Needed
impact I Questions / Communications needed now I Questions / Communications needed with
a dependency
High + Reactive line for JFSA disengaging with the WG + Reassurance email to MPs/ James
: ine for SS disengaging with the WG + Meat with individual MPs where n
. ines about the Business Improvements Programme I « Generic Lines on case outcomes (5p
ranch User Forum) needed for high profile cases)
. tement + Generic Lines based on first case papers {specific lines will
+ Prosecution Policy Overview from Legal {Chris A/ Andy be needed for high profile cases}
Parsens) + LetteriemauSubspace to the network based on Business
improvement Programme
Monitor: case tracker for high profile cases + Public statement before end of the Scheme if necessary
Monitor: Questions in Parliament / Liaise with BIS re
answers
Medium I > Reactive line for $$ needing additional suppos + Engage Jantes Arbuthnot re additional supcort
+ Support James Arbuthnot to host MP evening including
‘emails, briefs and agenda for meeting
+ Engage NFSP earty on the future of the Scheme
+ Reactive line i NESP were to come out in pre
neme
Evaluate impact of alf externat engagement on the Scheme
Low + Generic G&A for mediation outcomes + QBA for findings (wil need to assess whether we go
proactive with the network and how we engage with the
media)
+ Internal and Network comms may be needed if investigation
findings leaked / issue found
LEGALLY PRIVILI
POL00040078
POL00040078
3. Themes arising from CQRs
Programme
Director's
late
Business Improvement activity underway/planned
inadequate
training ane
‘support
Hardware/
software
issues with
Horizon
Poor conduct
by Post Office
and a lack of
an audit trail
Comms Themes Programme Future Performance &
Scenarios from CORs/ Dependencies a Dashboard issues
We have already improved the training approach by:
+ Introducing an introductory call to the new Subpostmaster 2 weeks before they take up post
+ Having earlier contact with the Subpostmaster following their initial training and replacing the month 1
telephone call with a branch visit
+ Reviewing the effectiveness of the balancing work-aid to help Subposimasters identify and hopefully
resolve balancing problems earlier,
Within the training work siream, the content, method, timing anc approach to ‘raining and support is being
reviewed. The Operational and Physical Support work streams are ape oe suppert branches
from a people, process, systems and culture perspective.
1. Processes are in place with business as usual teams to ensure concerns with branch issues are
addressed
2. Aweekly call is hele with ail relevant business areas to ensure branch concerns or wider network issues
are identified, escalated where necessary and resolved.
The Operational Support work stream scope will include how we interact with our suppliers and how issues
are resolved
The Programme is working on a number of Horizon process improvements
The development of HORICE will enable access to more Horizon information
The investigation process will be reviewed to determine what information can be taken from a branch
Branch User Forum is looking at this from a user perspective
o
Naae
The operational support model will jook at the people, processes. systems and culture used to support
branches. The objective for the work stream is to deliver a stream-lined efficient model where the peopie
Supporting the front line deliver consistently high customer service. which is uncerpinned by an IT system which
can track intervention, enable a branch contact record to be available and contact to be measurable.
LEGALLY PRIVILI
POL00040078
POL00040078
The diagram illustrates the numerous dependencies that exist between & externally to the 2
programmes.
LY PRIVILEGED
POL00040078
POL00040078
Ata high-ievei the following 6 key dependencies have been identified:
* The Scheme is dependent on:
* The Investigators to support the investigation of cases
+ Fujitsu for the provision of data
* BIP is dependent on:
* The Scheme to feedback key issues emerging from cases
* Fujitsu for the provision of data
+ The programmes need to ensure they are aligned:
* To deliver consistent messages
+ In designing the interface between BaU and the new complaints resolution model
Further work is required with BIP to:
* Identify underlying/detailed/missing dependencies
+ Document & design controis for monitoring
We propose an initial dependency workshop and regular reviews to monitor al
dependencies going forward
LEGALLY PRIVILEGED
POL00040078
POL00040078
5.1 Development of the Future Complaints Resolution Model
oe Comms \ Themes Programme Future Performance Risks &
eae from CQRs/ Dependencies ) Complains ) Dashboard Issues
POL response to Second Sight report
3 new initiatives :
1. Addressing the issues
raised
2. Improving future
processes
3. Examining potential
structural changes
“..A review chaired by an
independent figure to determine how
an independent safety net might be
introduced to adjudicate in disputed
cases in the future. Again the JFSA
and other stakeholders will be invited
to take part in this process.”
Post Office Ltd
Bt July 2043
LEGALLY PRIVILEGED
5.2 Development of the Future Complaints Resolution Model
POL00040078
POL00040078
Programme Comms \ Themes Programme
ae Scenarios/ from CORs/ Dependencies
Our understanding of where the future complaint system will sit
Source
Channel
Complaint
First line
Second line
Safety net
independent
Eee Performance Risks &
come ) Dashboard Issues
ha
Branch User Forum
LEGALLY PRIVILEGED
POL00040078
POL00040078
5.3 Development of the Future Complaints Resolution Model @
aon Comms \ Themes Programme Future co Performance A
indicative project timeline and deliverables
verenmarccomeites
LEGALLY PRIVILEGE!
5.4 Development of the Future Complaints Resolution Model
POL00040078
POL00040078
Programme
Director's
Update
Comms \ Themes Programme oe ine) Peformance Risks &
Scenarios? from COQRs/ Dependencies / Gouge Dashboard issues
An overview of the journey through the key phases
Select & propose
model options
analysi
LY PRIVILEGED
POL00040078
POL00040078
5 Development of the Future Complaints Resolution Model
CRATING Comms \ Themes Programme Future Performance Risks &
ee from CORs/ Dependencies pg Dashboard issues
Key questions
4. Dealing only with contractual breach complaints/disputes and no other
types?
Is the system to be the last resort after all other internal channels have
been exhausted?
Should it have a gate process to enter the system?
Do you want it to have an investigative capability?
Do you want it to pursue emerging thematics?
Do you want it to have a feedback/reporting mechanism into BIP?
Should it be taskable in the future if sanctioned by ExCo?
N
NOS wo
LEGALLY PRIVILEGED
POL00040078
POL00040078
Perfo e Dashboard
Programme Comms \ Themes Programme Future Performance isks &
ae Scenarios/ from CORs/ Dependencies / cemee® / Dashboard Issues
Up-to-date dashboard to be provided in hardcopy at the Board meeting.
LEGALLY PRIVILEGED
POL00040078
POL00040078
7. Key Risks & Issues racted from programme register
Programme:
Director's
Update
Comms \ Themes Programme
Scenarios/ from CQRs/ Dependencies
Future
. Performance Risks &
heoge 7 Dashboard Issues
Issue/Risk Action(s) / Update Owner I
Quality of POL investigators reports is
improving but they do need redrafting at the
Quality Assurance phases which is impacting
‘on timescales.
There is a substantial expectation gap - the
difference between the amount claimed by
applicants and BD's assessment of the
realistic value of the claims. 25 applicants
have sought £14M (5 of those are over £1M
and a further 7 over £100K). If this is
continued for the rest of the applications we
would expect to see a gap of ~£47M.
Quality assurance of Investigator reports
continues with individual feedback being
provided to the investigators, Should we seek
to deliver further guidance based on the
common errors seen in a short workshop to
all investigators?
Review quality assurance process after 10
reports are with Second Sight to confirm
whether all steps are still required.
Bond Dickinson are keeping the expected
liability of cases under regular review and are
leading on identifying suitable cases for early
settlement.
Early engagement with Professional Advisors
and MPs are required to manage
expectations and minimise reputational
damage to POL/negative perceptions of the
Scheme.
AVDB
JB
DO
BD
$B
LEGALLY PRIVILEGED
POL00040078
POL00040078
AOB @
4. Programme Plan
2. Next Programme Board — currently Wednesday 12” February, 12:00 — 13:00,
Room 108
LEGALLY PRIVILEGED