POL00089741
POL00089741
POCL POCL Processes For Training and Awareness Scheduling —_ Ref: BP/PRD/013
to Support National Rollout Ver: 1.0
Date: 10/08/98
Document Title: POCL Processes For Training and Awareness
Scheduling to Support National Rollout
Document Type: Process
Document Scope: This document demonstrates the processes POCL will
adopt within the Regions to maximise attendance at all
ICL Pathway Training and Awareness events. It
describes the action to be taken by POCL in the event of
non attendance at any or all of the events, scheduled
during Live Trial and National Rollout
Status: Final
Distribution: POCL ICL Pathway
Mike Granville Lorraine Holt
John Holroyd Andy Barkham
Kathryn Cook Barrie Davies
Douglas Craik Stuart Kearns
Paul Kirk Steve Muchow
Clive Winwood John Dicks
Fiona Anderson Bob McDermott
Bruce McNiven Martin Johnston
John Legg Paul Underwood.
Nancy Groff Witton Barry Hancill
Claire Roberts
David Howells
Author: Trevor Rollason
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POCL
POCL Processes For Training and Awareness Scheduling
Ref: BP/PRD/013
Ver: 1.0
Date: 10/08/98
to Support National Rollout
0. Document Control
0.1. Document History
Version Date Reason
0.1 20/5/98 Issued to POCL/.ICL Pathways for approval
1.0 13/08/98 Final Version Following POCL/ICL Pathway
Fagin Review
0.2 Approval Authorities
Name Position Signature Date
Bruce McNiven General Manager
Implementation
Douglas Craik Head Of Field
Implementation
Don Grey Regional General
Manager NE
Trevor Rollason User Implementation Manager
Barrie Davies ICL Pathway
Implementation Manager
Lorraine Holt ICL Pathway
User Implementation Manager
Stuart Kearns ICL Peritas
Project Manager
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POCL POCL Processes For Training and Awareness Scheduling —_ Ref: BP/PRD/013
to Support National Rollout Ver: 1.0
Date: 10/08/98
0.3 Associated Documents
Reference Vers Date Title
BP/PRD/006 1.0 13/08/98 POCL Policy on Competency Tests
BP/PRD/007 1.0 13/08/98 POCL Policy for releasing individuals
To Attend Training
SY/REP/021 1.0 19/10/97 Standard Reports and Format
BP/PRD/014 0.1 10.06.98 Closure Process For Infrastructure &
Installation/Awareness Activities
IM/SST/001 0.1 10/06/98 POCL Steady State Training Policy
IM/SST/002 0.1 13/08/98 POCL s Steady State delivery of
Training Policy
SU/TRN/001 1.0 19/03/97 Training Programme Training needs
Analysis
IMP/REQ/014 1.0 27/05/98 Training Scheduling and Minimum
Training Compliance
IM/QAB/001 1.0 17.06/98 Question and Answer Brief.
0.4 Abbreviations
CAR Contractual Authorities Responsibilities
EPOSS Electronic Point Of Sale Service
ISD Implementation Support Data
MIB Management Infrastructure Briefing
MTC Minimum Training Compliance
NHIT National Horizon Implementation Team (POCL)
POCL Post Office Counters Ltd
RLM Regional Liaison Manager
RMT Regional Management Team
RNM Retail Network Manager
RODB Roll Out Database
ROHD Roll Out Help Desk
SPMR Subpostmaster
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POCL POCL Processes For Training and Awareness Scheduling —_ Ref: BP/PRD/013
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Date: 10/08/98
SSM Survey Support Manager
SSTL Survey Support Team Leader (POCL)
TBA To be agreed
TPAS Training Project Administration System
UAE User Awareness Event
TAC ICL Pathway Training Administration Centre
CAR PARK POCL process for recording questions raised at awareness
events, which cannot be answered there and then
0.5 Changes In This Version
Changes incorporated after POCL/ICL Pathway Fagin review
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Date: 10/08/98
0.6 Table Of Content
0. DOCUMENT CONTRO!
0.1 DOCUMENT HISTORY ...
0.2 APPROVAL AUTHORITIES NAME POSITION SIGNATURE
0.3 ASSOCIATED DOCUMENTS...
0.4 ABBREVIATIONS...
0.5 CHANGES IN THIS VERSION
1.MANAGEMENT SUMMARY...
3.HOW TO USE THIS DOCUMENT......
4. MANAGEMENT INFRASTRUCTURE BRIEFING (MIB)..
4.1 OVERVIEW OF THE EVENT...
4.2 SUPPORT ATTENDANCE.
4.3 ROLE OF THE SURVEY SUPPORT M.
4.4 QUESTION AND ANSWER PROCES!
4.5 REFUSAL OR FAILURE To ATTEND MIB.
4.6 SPECIALIST /SURVEYOR OR VISITOR ATTENDING MIB......
5.0 USER AWARENESS EVENT...
YAGER (SSM) AT THE EVENT.
5.1 OVERVIEW OF THE EVENT
5.2 SUPPORT ATTENDANCE
1. OR FAILURE TO ATTEND UA
5.6 SPECIALIST OR VISITOR ATTENDING UAE.
6. TRAINING.
6.1 OVERVIEW OF TRAININ
6.4 ROLE OF RNM/RLM.
6.5 REFUSAL OR FAILURE TO ATTEND.
6.6 MINIMUM TRAINING COMPLIANCE (\
6.7 SPECIALIST TRAINING
7.REGIONAL KEY DEPENDENCIEG..........
8. REGIONAL RESOURCE ........0000
10. MANAGEMENT INFRASTRUCTURE BRIEFING DESCRIPTION OF FLOW CHARTED
PROCESS AT APPENDIX 1.veecssscsssesssseesseeeenseennee
10.1 POCLs APPROACH TO SUPPORT ATTENDANCE......-.0004
10.2 SPECIALIST/SSM ATTENDANCE - APPENDIX 1A.
10.3 QUESTION & ANSWER SESSION .......00
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Date: 10/08/98
11. USER AWARENESS EVENT - DESCRIPTION OF FLOW CHARTED PROCESS AT
APPENDIX 2...
11.1 SUPPORT ATTENDANC
11.2 SPECIALIST RNM ATTENDANCE AT EVENT - APPENDIX 2
11.3 QUESTION & ANSWER SESSION...
12.0 TRAINING EVENTS
12.1 EXCESSIVE REQUESTS TO ATTEND 1.5/1 DAY COURSE DESCRIPTION OF FLOW CHARTED
PROCEss AT APPENDIX 3
13.0 SPECIALIST TRAINING - DESCRIPTION OF FLOW CHARTED PROCESS AT
APPENDIX 4... seeesneeee 23.
13.1 ARRANGING SPECIALIST TRAINING -
23
14. REFUSAL TO ATTEND TRAINING - DESCRIPTION OF FLOW CHARTED PROCESS24
APPENDIX 5...
15. NON ATTENDANCE ON DAY OF TRAINING DESCRIPTION OF FLOW CHARTED
PROCESS AT APPENDIX 6..
16.COMPETENT AT GO LIVE
16.1 COMPETENT AT Go LIVE - DE
App 1. Management Information Brief Attendance Process Flow Chart 27
App la Visitors / Specialists Attending MIB Process Flow Chart 28
App2_ User Awareness Event Attendance Flow Chart 29
App 2a Visitors / Specialists Attending UAE Process Flow Chart 30
App 3 Excess Requests To Attend Training Courses 31
App 4 Specialists Training Process Flow Charts 32
App 5 Refuse to Attend Process Flow Chart 33
App 6 Non Attendance on Day of Training Process Flow Chart 34
App 7 Competent at Go Live Process 35
App 8 MIB Non Attendance POCL Letter to Subpostmasters 36
App 9 UAE Non Attendance POCL Letter to Subpostmasters 37
App 10 Clarification of Subpostmaster position Letter Ref Refusing to attend Training. 38
App 11 Letter to Subpostmaster for When Their Staff did Not Attend Training 39
App 12 Letter to Subpostmaster For When Their Staff did not Attend Training 40
App 13 Exceptions Report (TBA) 41
App 14 Regional Staff Training Booking Form 42
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App 15 Question and Answer Form For Use At MIB/UAE 43
1.Management Summary
This document describes the processes in place for POCL to support the Horizon
Implementation Programme in mandating Training during the 5 day training window.
{t_also describes the processes for supporting :-
¢ Competency Testing
e MIBs
e UAE
ICL Pathway are providing 4 key events for users they are :-
MIBs
UAEs
Training Course for Managers
Training Course for Assistants.
eeee
These events are critical to the success of the Horizon project. It is in POCLs interest
to maximise attendance at the Management Infrastructure Briefing and the User
Awareness Events. It is a contractual obligation on POCL to ensure all staff are
released to attend training within the 5 day training window. The associated text and
flow charts demonstrate how POCL will ensure our obligations are met. Three
documents (BP/PRD/014 and IM/TRN/SS/00 land 002) further support POCL
commitment
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Date: 10/08/98
2.Scope
This document describes in detail how POCL will aim to maximise attendance at
MIBs and UAEs and Mandate attendance at Training . It will form part of POCLs
communication cascade to Regions of their role and the process’s they are to use
during National Roll out for Horizon Training and Awareness. The process’s are
further supported by ICL Pathways Document Ref IMP/REQ/014
It is shown in Flow chart format supported by a text description of each of the
processes and at what time the activity will take place. It incorporates the different
scenarios which will occur and the relevant action taken by POCL Regions in
scheduling and mandating training.
It puts in place formal process’s for all individuals to attend Training and
demonstrates the pro-active approach and commitment POCL has to ensure the
success of Horizon in the outlets.
The process to manage minimum training compliance is still being developed and will
be detailed in a later document.
This document also describes contingency procedures which are in place to fully
support POCLs contractual obligation and subsequent CARs 531/532.
3.How To Use This Document
This document follows the implementation cycle where users of the Horizon Platform
are involved. It gives a step by step account of each of the processes involved for
outlet and regional staff . It is further supported by flow charts and timescales for each
process. NOTE: Timescales in brackets reflect the reduced time available to resolve
an issue when it impacts on installation. ICL Pathways documents SY/REP/021 and
IMP/REQ/014 further support the process’s described in this document.
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Date: 10/08/98
4.Management Infrastructure Briefing (MIB)
4.1 Overview of the Event
The MIB is aimed at the outlet managers of the network only. Invitations are also
extended to landlords via the outlet Manager if they wish to attend. If the landlord
does wish to attend then this needs to be confirmed with ICL Pathway so that their
name can be added to the list of attendees.
The MIB is the first real involvement that the outlet manager has with the Horizon
implementation cycle. The event is scheduled for an evening attendance and lasts
approximately 2 hours. Attendance at the event is not mandatory although POCL are
committed to maximising attendance. (see app1)
The evening starts at 19.00 where outlet managers sign in. Any manager who has said
they would attend but subsequently fails to turn up is later sent a MIB pack
explaining what is going to happen at their outlet. Additionally POCL will send a
letter/phone the outlet, (see appendix 8) to explain the importance of reading the
pack. The event is run by ICL Pathway and is delivered via video, slides and Horizon
Demonstration Equipment. It describes in detail the 23 week Infrastructure cycle and
gives an overview of the 12 week Implementation cycle.
During the event there is the opportunity to see the Horizon equipment and to ask any
questions of both ICL Pathway and POCL.
A questionnaire is completed by the outlet manager(s) to enable ICL Pathway to
measure their satisfaction and understanding. The outputs will be shared and
distributed to POCL accordingly SU/REP/021 refers.
4.2 Support Attendance
At the event itself POCL will support it with the attendance of a survey support
manager (SSM) and a relevant invite for RNMs to attend providing they have
informed the RLM so that their name can be added to the list of attendees, which are
notified to ICL Pathway via the Forward Schedule Return. (see para 5.4 for detailed
description of process)
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Date: 10/08/98
4.3 Role Of The Survey Support Manager (SSM) At The Event
The SSMs role at the MIB is a relatively small one .They are there to show support by
POCL at the events, and to answer any POCL related questions on infrastructure
issues.
They will use the” car park ”, ie any outstanding questions which cannot be answered
at the end of the event will be taken away, and actioned by POCL as described in app1
and para 10.3
These questions will be added to the Q&A brief and circulated to RLMs/HIMs and
ICL Pathway for onward distribution.
4.4 Question And Answer Process
At the mid point stage of the event outlet managers are asked to complete a questions
sheet which is then handed to the ICL Pathway administrator . The administrator,
presenter, and the POCL representative assess the questions and prepare the answers
as appropriate . At the end of the event the questions raised are read out and the
answers given to all the audience, by the appropriate person using the Q&A brief
documented answers .
4.5 Refusal Or Failure To Attend MIB
Attendance is not mandatory but it is desirable and POCL is committed to encourage
attendance by all outlet managers .
POCL has a process described in this document (see para 10.1) where attendance is
encouraged separately by the Regions as a result of sight of ICL Non Attendance
Report (ref SU/REP/021).
Where an outlet manager cannot or will not attend then a MIB pack is sent, followed
by a letter or phone call from POCL stating the importance of reading the
information. (see appendix 8)
4.6 Specialist /Surveyor Or Visitor Attending MIB
Failure to notify ICL Peritas of attendees may result in the individuals being told at the
door they cannot attend (see appendix 1a). It is important that numbers are controlled
due to the size of the room booked and Health & Safety and Fire Regulations. RLMs
are proactively conveying this message via internal POCL communication. This
process is described in detail section 10.2 appendix la.
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5.0 User Awareness Event
5.1 Overview of the Event
The UAE is aimed at the 72,000 individuals who are invited to attend an event by ICL
Pathway supported by POCL.
The UAE is the first event that the outlet managers’ staff will attend, and will give
them the opportunity to see first hand the capabilities of the Horizon system and
understand the reason behind automation.
The event is scheduled for an evening attendance and lasts approximately 2 hours.
Attendance at the event is not mandatory however, POCL are committed to
maximising attendance. (See app 2)
The evening starts at 19.00 where outlet managers sign in. Any manager who has said
they would attend but subsequently fails to turn up is later sent a UAE pack
explaining what is going to happen at their outlet. Additionally POCL will send a
letter or phone the outlet to explain the importance of reading the pack (see appendix
9). The event is run by ICL Pathway and is delivered via video, slides and Horizon
Demonstration Equipment. It gives an overview of the 23 week Infrastructure cycle
which the outlet has just been through and explains in detail the 12 week
Implementation Cycle that they are now moving into.
During the event there is the opportunity to see the Horizon equipment and to ask any
questions of both ICL Pathway and POCL.
A questionnaire is completed by the outlet manager(s) to enable ICL Pathway to
measure their satisfaction and understanding. The outputs will be shared and
distributed to POCL accordingly SU/REP/021 refers.
5.2 Support Attendance
At the event POCL will support, with the attendance of an RNM and/or a POCL
manager.
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5.3 Role Of The Retail Network Or POCL Manager At The Event
The RNMs role at the UAE is a relatively small one (see para 11.2). They are there to
show support by POCL at the events, and to answer any POCL related questions on
survey issues.
They will use the” car park ” process. Any outstanding questions which cannot be
answered at the end of the event will be taken away and actioned by POCL as
described in (app2 and para 11.3)
These questions will be added to the Q&A brief and circulated to RLMs/HIMs and
ICL Pathway for onward distribution.
5.4 Question And Answer Process
At the mid point stage of the event outlet managers are asked to complete a questions
sheet which is then handed to the ICL Pathway administrator .
The administrator, presenter, and the POCL representative assess the questions and
prepare the answers as appropriate . At the end of the event the questions raised are
read out and the answers given to all the audience, using the Q&A brief documented
answers .
5.5 Refusal Or Failure To Attend UAE
Attendance is not mandatory but it is desirable and POCL is committed to encourage
attendance by all outlet managers .
POCL has a process described in this document (see para 11.1) where attendance is
encouraged separately by the Regions as a result of sight of ICL Non Attendance
Report (ref SU/REP/021).
Where an outlet manager cannot or will not attend then a UAE pack is sent, followed
by a letter or phone call from POCL stating the importance of reading the information.
(see appendix 9)
5.6 Specialist Or Visitor Attending UAE
Failure to notify ICL Pathway of attendees may result in the individuals being told at
the door they cannot attend (see appendix 2a). It is important that numbers are
controlled due to the size of the room booked and Health & Safety and Fire
Regulations. RLMs are proactively conveying this message via internal POCL
communication.This process is described in detail in section 11.2 appendix 2a.
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6.Training
6.1 Overview Of Training
Training is being offered to the circa 72,000 managers, subpostmasters, counter
assistants, reliefs and support staff working within the POCL network.
Training will take place within a five day window prior to the installation of the
Horizon System in an outlet. The outlet manager and deputy/substitute will be given a
1. 5 day contiguous course in a training centre local to their outlet. The course is
based on modules covering all the main counter activities (including Horizon Reports
and balancing) carried out by the outlet manager. At the end of the course a
competency test will be administered with a “pass /fail score” per requirement 915
and CAR 53] (see para 6.2 )
Counter assistants for all outlet types will be given a 1 day course followed by a same
day competency test
Regions are not required to organise catering as Tea/ coffee and a lunch will be
provided for the first day of training . Tea /Coffee is available on the second day for
Managers.
Specialist training courses are also being developed for :-
HFSOs. - 3 days POCL induction, 2 days manager course and 5 day HFSO
POCL Trainers - 5 days
POCL Auditors - 2 days
POCL Security - 2 days
POCL Helplines - 1 day
as defined in SU/TRN/001 Training Needs Analysis
6.2 Competency Testing
At the end of all the training individuals attending will be given a competency test
based on the skill set they need to operate the Horizon system. For example a counter
assistant who is not the subpostmaster’s substitute, will not be tested on preparing an
office balance.
During Roll Out it is compulsory for all users of Horizon to take a competency test
either as part of training or remedial training. Should the individual fail, then they will
be given two more attempts to pass. The first remedial training may be in the same
evening as their original course and will only be on the modules failed. Should they
still fail a second time then they will be given the opportunity to attend a further
remedial training course within the 5 day training window. Only if MTC is not
affected would training be offered in the two days post Go Live.
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Date: 10/08/98
If the subpostmaster fails three times, then the outlet will have to be withdrawn from
the Rollout schedule if a substitute cannot be found to run the outlet (see appendix 7).
If a Subpostmaster refuses remedial training or refuses to take a competency test then
the process described in( appendix 5) is invoked.
It is recommended that each region set aside a resource of one or two trainers who can
provide (for the subpostmaster only) back up training . For assistants it will be the
responsibility of the subpostmaster to give additional support along with the HFSO.
An outlet could still Go Live if the Subpostmaster has failed the competency test
providing a substitute manager has passed.
6.3 Mandate Attendance
POCL is contractually committed to ensure all 72,000 individuals are released to
attend training in the five day window. The ISD process will be used by POCL to
identify individuals who may refuse to attend prior to ICL Pathway contacting them.
A process has been developed to manage such an occurrence and is shown at
(appendix 5) and supporting text is shown in (para 14) POCL will in addition to the
ISD process be embarking on an internal communication campaign using various
mechanisms confirm the message that training is not an option. Additionally at the
MIB and UAE it is further stressed that training is mandatory.
Communications Planned are :-
e A letter to the NFSP explaining its position regarding mandatory attendance.
e A letter to every Subpostmaster from their Regional General Manager Stating
POCL position on all Horizon activities
e Communication Pack for each outlet describing the activities that will take place
during the 39 week Implementation cycle.
© Closure Policy
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6.4 Role Of RNM/RLM
The roles of the above will be pivotal to the success of the Horizon training
programme. The first point of contact will be the RLM, whether it is being proactive
in identifying potential non attendees, prior to training joining instructions or it is
acting upon processes in place, as identified in this document ( see app 5 and 6)
The RNM will work closely with the RLM when a situation arises which the RLM has
been unable to resolve. It will be the responsibility of the RNM to ensure attendance
or invoke agreed procedures i.e (continued refusal to attend) with the individual
concerned (see appendix 5 & 6).
6.5 Refusal Or Failure To Attend
This is an area which could have a major impact on the Rollout Schedule. POCL, as
previously mentioned, are committed to ensuring all individuals attend training
however POCL experience shows that there will be opposition and indeed refusal to
attend. The process for dealing with such eventualities are shown at appendices 5, 6,
10, & 11.
The success of the Horizon Rollout is dependent upon POCL having in place a policy
to deal with any and all eventualities, this policy will form part of this document and
is shown via a flow chart supported by a description of each of the activities for
clarification.
6.6 Minimum Training Compliance (MTC)
MTC is an agreed and documented process, a matrix has been developed by POCL
and shared with ICL as part of POCL requirement during roll out. This demonstrates
the minimum number of staff who must have passed a competency test before the
outlet can go live or be installed. An outlet cannot go live if the outlet manager or a
substitute has not passed the competency test (see appendix 7).
MTC is monitored on a daily basis by ICL Pathway with the information of those
failing a competency test being passed electronically to ICL Pathways Implementation
Team the RLMs and copied to the HIMs for actioning
6.7 Specialist Training
The booking of specialist on training courses will be the responsibility of the RLM to
control. Due to the work loads of specialists and the time that this work is booked in
advance , different booking arrangements will need to be in place. The process for
boking specialists on courses is described in detail in Para 13.
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7.Regional Key Dependencies
There are a number of areas where rollout is dependent on regional support. These are
as follows:-
« Necessary communications links and data transfers are in place between ICL
Pathway, TAC and Regions
e The RLM and HIM teams are in place and fully resourced and aware of the
contractual commitments in this document
e RNMsare able to be contacted by the RLM and HIM teams
e RNMsare able to react to issues timely and reply to the RLM/HIM teams within
agreed timescales
e RNMsare fully briefed on the implications of their responsibilities related to the
Horizon rollout
e the relevant communication channels are in place within POCL to pass on Horizon
updates around the Q&A process from MIBs and UAEs
e Regional staff are released for training
«© aPOCL representative is present at the evening MIB and UAEs
e helplines are fully briefed on the activities taking place
© a floating resource of one or two trainers are available for support of
subpostmasters, branch managers or their regular substitutes have failed to pass the
competency test.
8. Regional Resource
It is likely that there will be an impact on RNMs time when issues arise. The actual
time impact is difficult to quantify as the number of issues which might arise is an
unknown. If we look at the Ic release the small amount of RNMs with outlets
involved did spend quite some time sorting out problems with outlets.
Regional resource input will be required from the training section to support outlets
where the subpostmaster, branch manager or staff have failed the competency test
three times.
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9.Measures
The measurement of activities in the areas described in this document will be capture
via the baselined ICL Pathway Standard Reports and Format document.
(SU/REP/021)
10. Management Infrastructure Briefing Description of Flow Charted
Process At Appendix 1
10.1 POCLs Approach To Support Attendance
ICL Pathway issue invitations (10.2) each Friday at week 0.
e the outlet manager is given 8 working days to return the response form (10.3). If
the response form has not been returned, the TAC (ICL Pathway) will telephone
the outlet manager to ensure that they have posted their response form.
e ICL Pathway produce a Non Attendance Report (10.13) (Appendix 13) which
details those outlets invited to the MIB, but have either declined to confirm their
attendance or cancelled their reservation. This will be e-mailed to the RLM team
each Saturday for action on Mondays.
e¢ RLM team will phone the outlet manager (10.14) to:-
¢ ascertain reason for non attendance
e highlight importance of attendance
© encourage attendance
© when the outlet manager agrees attendance they should be advised to contact the
TAC (10.15) to arrange a suitable venue and time. RLM team complete the
Exceptions report and return it to ICL Pathway ROHD via e-mail, retaining a copy
for their files.
e Ifagreement to attend is not achieved then the issue is to be escalated to the RNM
(10.18) who will contact/visit the office to encourage attendance. Outlet managers
should be advised to contact the TAC (10.15) to arrange a suitable venue and time.
e fan outlet manager is unable/ refuses to attend (10.19) then the RNM informs the
RLM team (10.20) who then completes the Non Attendance Report and returns it
to ICL Pathway ROHD (10.21) via e-mail.
¢ RLM team update ISD (10.22) - outlets who are unable or refuse to attend become
high risk for survey and attendance at training. Those previously categorised high
but attended the event without persuasion may be re categorised to a lower risk
office for attendance at training.
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e each week briefing packs are despatched (10.23) by ICL Pathway to outlets not
attending or who do not show at the event. RODB is updated (10.24). Prior to the
survey the RLM team sends letter (appendix 8 ) or phones outlets (10.25) which
did not attend, encouraging them to read the details in the pack and prepare for the
survey.
10.2 Specialist/SSM attendance - Appendix 1a
The number of people who can attend is restricted to six excluding the SSM but
including the HIM and RLM. However if the HIM or RLM do not attend then there
can be six places for visitors allocated.
e Regional specialists and/or regional managers can be booked to attend the event.
Specialists include staff from:- audit, security & investigation, training, helpline,
RNMs & RLM/HIM teams. Visitors may include:- RMT, regional managers, and
NFSP committee members.
© at week 0 - ICL Peritas will e-mail a MIB/UAE Forward Schedule (10a.1) to
inform the RLM team of dates and venues. The venues for the first 4 weeks are
confirmed, the venues for weeks 5 & 6 are provisional only. Delete dates and
venues for weeks 5 & 6 from the Forward Schedule for this exercise.
¢ RLM teams distribute the amended Forward Schedule to specialists and visitors
wishing to attend (10a.2).
e staffnames are entered in to the column alongside the venue they wish to attend
and returned to RLM team by end of week 3 (10a.3).
e¢ RLM team collate responses and e-mail Forward Schedule to ICL Peritas by the
Wednesday of week 4 (10a.4).
e Alterations of attendees must be notified to ICL Pathway 48 hours prior to the
event via the forward schedule (10a.5/6) . Changes indentified 48 - 12 hours before
the event should be notified to ICL Pathway by telephone (10a.7)
e In the unlikely event of the Host being unable to attend and less than 12 hours
notice is possible, then the replacement Host will arrive at the event show the
administrator his/her POCL pass card explain that the original host is unavailable
and that they are the replacement Host. (10a.8)
10.3 Question & Answer Session
© any questions which can not be answered on the evening are collated by the
surveyor & forwarded by e-mail (Appendix 15) to the NHIT (10.9).
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¢ answers will be returned to the RLM team/HIM and ICL Pathway via e-mail
within 2 weeks of the event (10.10). NHIT will add these questions and answers to
the Questions & Answers brief.
e the SSTL will forward updates to the surveyors (10.11)
© on receipt the RLM team forwards the answers, event details and list of offices
attending to the regional communications section who in turn write out to all
attendees at the event informing them of the questions and answers, (10.12) using
existing communications channels and methods.
11. User Awareness Event - Description Of Flow Charted Process At
Appendix 2
11.1 Support Attendance
e ICL Pathway issue invitations (11.2) at week I
e the outlet manager is given 8 working days to return the response form (11.3). If
the Response Form has not been returned, the TAC will telephone the outlet
manager to ensure that they have posted their Response Form.
e ICL Pathway produce a Non Attendance Report (11.13) (appendix 13) which
details outlets invited to the UAE, but have either declined to confirm their
attendance or cancelled their reservation. This will be e-mailed to RLM team each
Saturday for action on Mondays.
e RLM team will phone the outlet manager (11.14) to:-
¢ ascertain reason for non attendance
e highlight importance of attendance
¢ encourage attendance
e when the outlet manager agrees attendance they should be advised to contact the
TAC (11.15) to arrange a suitable venue and time. RLM team complete the Non
Attendance Report and return it to ICL Pathway ROHD via e-mail, retaining a copy
for their files (11.16).
« if agreement to attend is not achieved then the issue is to be escalated to the RNM
(11.18) who will contact/visit the outlet to achieve attendance. The outlet manager
should be advised to contact the TAC (11.15) to arrange a suitable venue and time.
e ifthe outlet manager is unable/refuses to attend (11.19) then RNM informs RLM
team (11.20) who then complete the report and return it to ICL Pathway ROHD
(11.21) via e-mail.
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e¢ RLM team update ISD ( 11.22) - outlets unable/refuse to attend become high risk
for attendance at training & installation. Those previously categorised high but
attended the event without persuasion may be re categorised to a lower risk office.
e each week briefing packs are despatched (11.23) by ICL Peritas to outlets not
attending or do not show at the event. ICL Pathway RODB is updated (11.24).
RLM team send letter (appendix 9) or phone the offices which did not attend
encouraging them to read the details in the pack and prepare for training &
installation.
11.2 Specialist RNM Attendance At Event - Appendix 2a
The number of people who can attend is restricted to six (excluding the RNM Host)
but includes the HIM and RLM. If the HIM or RLM do not attend then there will be a
maximum of 6 visitors per event.
e regional specialists and/or regional managers can be booked to attend the event.
specialists include staff from:- audit, security & investigation, training, helpline,
RNMs & RLM/HIM teams. Visitors may include:- RMT, regional managers, and
NFSP committee members.
© at week 0 - ICL Pathway will e-mail a MIB/UAE Forward Schedule (11a.1) to
inform the RLM team of dates and venues. The venues for the first 4 weeks are
confirmed, the venues for weeks 5 & 6 are provisional only. Delete dates and
venues for weeks 5 & 6 from the Forward Schedule for this exercise.
e RLM teams distribute the amended Forward Schedule to specialists and visitors
wishing to attend (1 1a.2).
e The RLM team contacts the appropriate RNM clusters to obtain name, allocates an
RNM to an event (11.6).
staff names are entered in to the column alongside the venue they wish to attend
and returned to RLM team by end of week 3 (11a.3).
e RLM team collate responses and e-mail Forward Schedule to ICL Pathway by the
Wednesday of week 3 (11a.4).
e Alterations of attendees must be notified to ICL Pathway 48 hours prior to the
event via the forward schedule (1 1a.6) . The exception being the Host which
should where possible be notified no later than 12 hours notified to ICL Pathway
by telephone (1 1a.7)
e In the unlikely event of the Host being unable to attend and less than 12 hours
notice is possible, then the replacement Host will arrive at the event show the
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administrator his/her POCL pass card explain that the original host is unavailable
and that they are the replacement Host. (1 1a.8)
11.3 Question & Answer Session
© any questions which can not be answered on the evening are forwarded by ICL
Pathway to the NHIT, copy to RLM team (11.9). The questions require listing
indicating the date and venue (appendix 15).
© answers will be returned to the RLM team /HIM and ICL Pathway via e-mail
within 2 weeks of the event (11.10). NHIT will add these questions and answers to
the Questions and Answers brief .
e RLM forwards updates to RNMs. (11.11)
© onreceipt the RLM team forward the answers, event details and list of outlets
attending to the regional communication section who in turn write out to all
attendees at the event informing them of the questions and answers (11.12) using
existing communications channels and methods.
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12.0 Training Events
Training is a contractual requirement and is mandatory. All Outlet training will take
place in a 5 working day window (excluding Saturday/Sunday ) prior to an Outlet
Going Live
12.1 Excessive Requests To Attend 1.5/ 1 Day Course Description Of
Flow Charted Process At Appendix 3
Definition of excessive numbers:-
When the ratio of staff is greater than 4 people per counter position
e ICL Pathway will report excessive requests (12.1) to RLM team via e-mail, from
information obtained from the RODB and training questionnaires completed by the
managers of the outlets.
e the RLM team will compare the number requesting to attend against outlet data
available within the region (12.2)
e ifthe ratio is acceptable the RLM team will inform ICL Pathway via e-mail (12.4)
¢ if the ratio is unacceptable then the RLM team will contact the RNM to discuss the
request (12.3) and inform ICL Pathway of the outcome via e-mail. (12.4)
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13.0 Specialist Training - Description Of Flow Charted Process At
Appendix 4
13.1 Arranging Specialist Training
The RLM will need to follow the process described below to book specialist on
training courses :-
¢ Mapping requirements to the roll out plan, the RLM will identify requirements for
specialist courses with the appropriate line manager at least 21 weeks prior to the
week the course is required (13.1). Specialists include staff from:- audit, security &
investigation, training, helpline, RNMs & RLM/HIM teams. 6 staff per course must
be allocated. Specialist training can phased to enable training to be aligned to roll
out geographically across the region, however all courses must be fully booked to
minimise POCL costs least 20 weeks prior to the course date the RLM team notify
ICL Pathway by e-mail :- the type of course/s required
date/s required name of town in which training is to be held (13.2)
e 19 weeks prior to the training course ICL Peritas will notify the RLM team of
course date/s and venue (13.3).
e 17 weeks prior to the course the RLM team liaise with line managers to allocate
staff names to course/s, complete the Horizon Specialist Training Form (appendix
14) and e-mail to ICL Pathway (13.4)
e 16 weeks prior to training course ICL Peritas forward joining instructions direct to
staff members (13.5).
The line manager will ensure that all staff will be released to attend training (13.6)
e ICL Pathway will inform the RLM team of any staff unable to attend via the
Refusal To Attend User Training Report (13.7)
e the RLM will raise the issue with the line manager to agree attendance and that all
courses achieve maximum attendance. The RLM team inform ICL Pathway of the
outcome by returning the Refusal to Attend User Training Report (13.8) (see
appendix 13 TBA)
© specialist staff who do not obtain the Horizon Achievement Certificate will not be
accredited to work on the Horizon platform. The RLM team will be notified by
ICL Pathway via e-mail (13.9). Their line manager will agree the appropriate
solution. (13.10)
« RLM team will inform the regional training & development manager of the staff
trained (13.11)
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14. Refusal To Attend Training - Description Of Flow Charted Process
Appendix 5
Process - for both POCL and outlet staff
(Timescale in brackets on process maps are to be followed if refusal is received within
5 working days prior to training, otherwise each issue should be closed within 5
working days)
¢ RLM team will be notified by the Refusal to Attend User Training report (appendix
13) via e-mail (14.1). This report (14.1.3) details people who have been invited to
training, but have either declined to confirm their attendance or cancelled their
reservation. This will be e-mailed to RLM by ICL Pathway for action the next
working day. RLM team saves the report which will be completed and returned to
ICL Pathway ROHD by e-mail.
e¢ RLM team will phone the outlet manager (14.2) to:-
¢ ascertain reason for non attendance
e highlight mandatory attendance and consequences of non attendance
¢ encourage attendance
e when the individual agrees to attend they should be advised to contact the TAC
(14.3) to arrange a suitable venue and time. RLM team complete the Refusal to
Attend User Training Report and returns it to ICL Pathway ROHD via e-mail
(14.4). To ensure this happens RLMs will monitor the Reusal to Attend User
Training Reports to ensure the outlet has been removed.
if agreement to attend is not achieved then the issue is to be escalated to the
RNM/line manager (14.9) who will visit the outlet/contact to agree attendance. The
individual should then be advised to contact the TAC (14.3) to arrange a suitable
venue and time.
. If the person is unable to attend due to ill health, incident at outlet or family
trauma then RNM agrees a solution and informs RLM team (14.5). RLM team
inform the HIM of the outcome and complete the Refusal to attend User
Training Report and returns it to ICL Pathway ROHD (14.7) via e-mail. The
outlet may be rescheduled for installation.
If the person refuses to attend:-
¢ POCL Staff: line manager is informed (14.9) and appropriate action taken
(14.10).
¢ Subpostmaster, Nominees and Franchise Managers: RNM visits, explains
contractual position. If manager now agrees to attend then the individual should be
advised to contact the TAC (14.3) to arrange a suitable venue and time. If outlet
manager still refuses to attend then RNM confirms conversation and outcome by
signing and witnessing letter (14.11) (Appendix 10).
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if service is to be maintained (with agreement from subpostmaster) and the outlet is
to be automated then a manager/nominee is to be appointed (14.15) and the RLM
team informed of the outcome and change of name (14.16).
e the RLM team confirm the new details with HIM, ICL Pathway and NRODB,
using e-mail (14.17)
e ICL Pathway reschedule training/installation (14.18)
OR
e RNM informs RLM team that office remains manual until a new subpostmaster is
appointed (14.12).
e RLM team inform HIM/ICL Pathway via e-mail. For federation members the
NFSP will be informed in writing and the outlet is allocated into sundries.
(Removed from Rollout until further notice) (14.13). If an outlet should go into
sundries as a result of the subpostmaster refusing to attend, then this failure should
not be recorded as an ICL Pathway one and therefore does not count towards the
agreed sundries target .
OR
e service is not maintained, the RNM informs the RLM team that the outlet will be
closed (14.14)
¢ RLM team inform HIM/ICL Pathway, using e-mail. The NFSP will be informed in
writing and the office is allocated into sundries. (14.13)
15. Non Attendance On Day Of Training Description Of Flow Charted
Process At Appendix 6
e ICL Pathway endeavour to resolve on day. A Refusal to Attend User Training
Report (Appendix 13) is e-mailed to RLM team overnight (15.1)
e RLM team contact the individual to encourage attendance, explaining the outcome
of non attendance (15.2).
e when the individual agrees to attend then they should be advised to contact the
TAC (15.3) to arrange a suitable venue and time. RLM team complete the Refusal
to Attend User Training report and return it to ICL Pathway ROHD via e-mail
(15.4)
if agreement to attend is not achieved then the issue is to be escalated to the
RNM/line manager (15.5) who will visit the outlet/contact that day to agree
attendance.
e Agreement: the individual should then be advised to contact the TAC (15.3) to
arrange a suitable venue and time. RLM team complete the Refusal to Attend User
Training report and returns it to ICL Pathway ROHD via e-mail (15.4)
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e No agreement: RLM team immediately inform HIM if installation is threatened.
(15.8)
¢ POCL staff will be given POCL training and/or line manager will agree solution
(15.6&7)
¢ Subpostmaster, Nominee and Franchise Managers: follow Refuse to Attend
Training (app5)
e Agents & Franchise Staff: RLM team send letter (15.9) (appendix 11) to outlet
manager informing them of their responsibilities.
16.Competent At Go Live
16.1 Competent At Go Live - Description Of Flow Charted Process At
Appendix7
¢ all individuals will undertake a competency test (16.1) and those who pass will
obtain a Horizon Achievement Certificate .
¢ those who have not achieved the standard will be informed by the trainer prior to
leaving the course and remedial training is offered that evening (or as soon as
possible there after). (16.2) This training will focus on the specific weak areas.
The individual then takes the appropriate test and is either awarded the Horizon
Achievement Certificate or remedial training is offered another day or evening
(16.3)
e individuals undertaking the final ICL Pathway remedial course will undertake the
complete course (16.3) and then takes the appropriate test and is either awarded the
Horizon Achievement Certificate or fails.
e ICL Pathway informs RLM team of outcome by e-mail (16.4) via an exceptions
Teport
¢ RLM to liaise with HIM on content of exceptions report
Outlet manager: RLM team inform RNM of outcome (16.6) and arranges POCL
training prior to, or at, go live (16.7).
Outlet staff: If minimum training compliance is affected then RLM team inform
HIM and ICL Pathway via e-mail. Installation is rescheduled (16.8). RLM team
advise outlet manager, using letter (Appendix 12) of responsibility to provide
further training to member of staff (16.5).
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Date: 10/08/98
Appendix 1
Management Information Brief
wininS working ays provto.evert
bee eet a en
Vou Pathnay ICL Pathe Outlet Manager _)
Yes
097 v0
Contiemation of hravises outlet to
hew MIB to outel ntact TAC
ICL Patrway gu )
x
TOE Week 54
(same day)
Oe
[Advise ICL Pathway of outcome
Reminder cal to outlet
05 week
O20 Week 34
(same day
see —ac phone outlet to
0S week TH
ICL Pattway provide
exp dates & venues to
ves Yes RLMIN
I glto attend a informs
[cL Pathway
Schedules surveyor
RUM who enters detail
Forward schedule
TOT Week 54
(24 hours)
Informs RLM who
closes issue
RNM
Hold MB.
(CL Pathway
TOA WE
Provides answers and! forwards
to RLM/ HIM ICL,
wait
wT Weak
y
TOES weeks
Forwards G&A to Surveyors
sm
Phone or send letter to outlet to
courage SPM to read pack
Send pack to outet
Jct Pathway
been sent to outlet,
Lv
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Appendix la
Specialist / Surveyor or Visitor Attendance at MIB
<5 nc
E-Mal dates and Venue detais
IOL Pathway
“oa Weer
Forward to Specialists
RLM Team
083 Wr
Enter Visitor / Specialists name/s
Jn relurn to RLM Team
Specialist
“oad ——weenesday Week 7
Collate responses and forward to
ToL Pathway
RLM Team
Tas 0a
Notify changes to RLM ‘Ater forward schedule
nd send to ICL Pathuey
RLM Team
7087
“8-12
hours: Phone changes
before rough to TAC
RLM Team
‘SSMonly
On arval at event show LD
ard and wenity sell 2s
eplacement host
8
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Ver: 1.0
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Appendix 2
User Awareness Event
‘Week numbersrefered to in brackets) ae those to be followed if refusal to attend isreceived
within 8 working days porto event.
wT ) (2 wet TS WP)
RoDB enity ot ob invite oe pl Respones
vite manager to UAE
\ICk Pathway __/ NCL Pathway _ ~~
— +
ar (we
A ateniog a [Senter ot hevises ete fo
I new UAE to outlet sentact TAC »
Patsy (eum J ™
ce -
188
YES Advise ICL Pathway of outec
RLM aa
(4 \ Refuses to attend)
Reminder cal oot Into RLM fail nepsive Link io)
[fepanues \ towchar Coutet
(CL Pat “(ek Patio 4 /
* ATAa aH Win TID Week
No. ‘same dey)
/ LaPhone ove 0 enoourage
Va ‘attendance: Ioforms RLM whe.
attending 2 (715 week) (146 “week 22) [ei team cone
ves yeep dates a vents to I—ploattend &inerms ICL
mun i
i x
Tet Paiay Rea ear wen Ee
tS - We (same day)
We >) (ar week Recatorgorise ISD¢ I communicates:
utcome fo Pathagy
a Ru pulsomete Patomy_I
one Manages O84 ald UAE C
\ answered ‘aLM_____..
\ RN [euramay —_)
No
¥
Tg wee +00 wT) a Wak (Was teens
Forward questions _y Provides answers and forwards Forwards O8A to RNS I ‘Send pack to outlet
fowniy RW Pita RUM
(GL Pata) i y Lau J ICL Patiay
ave oe i as re + og
Phone or Send eter to out Informs RNMpack has
Forwards answers toa offices of one o Send ete ou nfoms RNM
Fon erm prceurage SPitto read pack ‘eon sent to ot
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Appendix 2a
Visitor / Specialist Attendance at UAE
Tat Wee
E-Mail dates and Venue details
ICL Pathway
Taz ie
Forward to Specialists
RLM Team
Tia Wea 2
Enter Visitor / Specialists names
feturn to RLM Team
Specialist
Tia resday Weel
Collate responses and forward to
ICL Pathway
RLM Team
Tas —* Tas
Upto 48 ee J
Notify changes to RLM hours Ater forward schedule
fream before ind Send to ICL Pathway
event oy
Specialists RM Team
Tar
48-12 12-0
hours Phone changes hours
before rough to TAC before
event a event
RNM only
Tas
(On arial at event show 0.
ard and identify set as
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Appendix 3
Excess Requests to Attend Training Courses
‘Week numbers referred to in brackets () are those to be followed if refusal to attend is received
within 5 working days prior to event.
Managers
ecceptable
Ea week TTT Game By )
Adv se ICL of outcome
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Appendix 4
Specialist Training
137 Bi weeks before Training
Identity specialist training timescales
RUM Team
az DO weeks before Waning
E-Mail course request to ICL Pathway
RLM Team
scx} Ta weaks betore TAG
Venue and date confirmed
Tet Pathway
Ta Tweaks betore Waning
Allocate staff to course and E-mail ICL Pathwaf
RLM Team \ Line Manager
Ex] Te weeks before Tang
Joining instructions sent
lel Pathway
—<—<——
5
Release staff to attend course as required
Line Manager
137 Upto 2 weaks Bator coure
Inform RLM of staff unable to attend
Tel Pathway
Ee Trimedate
Raises issue wth Line manager and agrees a date.
RIM informs ICL Pathway
ICL Pathway
a
‘Train staff and prov ide RLM with details of Non competent staf
et Patiway
PASS FAIL
¥
+
Tat
3d
Record of trained people to Training & Developmen
Line manager to agree solution
RLM
Line Manager
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Appendix 5
Refuse to Attend Training
Woek numbers referred tin brackets () are those tobe followed H refusal to attend is received
Within 5 working days prior to event or involves outlet manager.
—-, (41 wosk 11) (14.10 Before training
( ‘er? \ re cle I I POCL Statt:
"ee tie rains / 2
patany I Sa + Baca
Ae) (et Pay
142 weak 741 ame day)
gare wo corest 6 (au team J eNom Renton ia
(RUM Teen I
Yes
—
Ta Semesay I
I
Inform ICL Pathway of UH€
tiicome poents
Cee manag
— fostionby sing ancuaresteg
(uw yy) er
BRM
‘West 7 ae "8 oa 7 ane) y
‘Agr sohsion& inform RLM Le ye fenves Aa ag
Ca } ] ho
Joe
Come
(CAT wt 7 ac) 138 Weak 7-1 eae cay OY OX
fom Hl ICL of xteome Fee 9 raman marl y.
Infom HR CL of es crear marca sevice
cr - Ew J
I
(a3
[nfo Hint.
ESP ~ Yes
[orn mrt) (evamaes)
er nae
ja same ce) we cy)
(1427 Week 711 (ame
Confirm row details wth HIM Inform RUM of outcome and
aL Mint ans rcucton le Change a name «
iA “ “ CO y)
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Appendix6
Non Attendance on Day of Training
Ez
Phone
‘Same day
12 outlet to urge
(Outlet to re-arrange with TAC
Same Oy
or whe ‘Same day
I (cuties Manager )
es
* —same day)
Escalate to RNM/
Line manager
RLM Team
758 Same day
Inform HIM
Inform ICL of outcome:
RLM
756 Same day
Attend
training
installation
threatened,
Inform T&D of non attendees
RLM Team
75.7 Same day
Local training given
80 I BM.
ISend letter to outlet manager
Informing them of their
Follow refuse jesponsibilties. Copy to FSM/
to Attend
Training
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POCL Processes For Training and Awareness Scheduling
to Support National Rollout
Ref: BP/PRD/013
Ver: 1.0
Date: 10/08/98
Appendix 7
Competent at Go Live
6
JCompetercy test I_ pags,
ICL Pathway
<n
Remedial traring
pranged- same day if
ssi
PASS:
TCL Pathway
Remedial training aranged-
el —
FAIL, nother day or evering
Refuse
to
attend
Outlet goes live
Certificate
Awarded
of
eS
Tel Pathway.
FAIL
Inform RLM
Yes
Follow
refuse to
‘tend
process
{is minimum
‘compliance
sehieved
tog0
Wwe
No
6B
Installation to be reschedled
iM
RLM
LoL Pathnay,
Advise outet manager
fo provide local train
RIM Team
7 aie aay
Inform RNM
LM )
POCL 1998
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POCL POCL Processes For Training and Awareness Scheduling —_ Ref: BP/PRD/013
to Support National Rollout Ver: 1.0
Date: 10/08/98
Appendix 8
MIB non attendance letter to encourage outlet managers to read MIB pack
Dear
Horizon Implementation Process
I understand that you were unable to attend your important Horizon Management
Infrastructure Briefing. This means that you have missed your opportunity to learn,
face to face, about the Horizon implementation process, how it affects your outlet, and
the important role that you play in the process.
As it is important that you understand how the Horizon implementation will affect
you, ICL Pathway will send a briefing pack direct to you at your outlet. It is important
that you take the time to read this pack and make sure you understand:
e what you need to think about before we survey your outlet;
e how you can help during the survey;
e that you will need to agree a layout plan during the survey to accommodate the
Horizon equipment at your outlet;
This survey will take place within the next few weeks. ICL Pathway will be contacting
you soon to make the necessary arrangements. Please make every effort to be
available for this survey once agreed. Remember that this is the largest project of this
kind in Europe and ICL Pathway will be arranging hundreds of surveys each week
during the rollout of the Horizon system. Whilst they will make every effort to fit in
with your wishes, you will need to be flexible and then carry out what you have
agreed.
If you have not received the briefing pack a week before your survey, please contact
the ICL Pathway Training Helpdesk on 0345 413036. If there is anything you do not
understand in the pack, please give your Regional Liaison team a call on 0345
223344.
Yours sincerely,
POCL 1998 Page 36 of 43 10/06/98
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POL00089741
POCL POCL Processes For Training and Awareness Scheduling —_ Ref: BP/PRD/013
to Support National Rollout Ver: 1.0
Date: 10/08/98
Appendix 9
(UAE non attendance letter to encourage outlet managers to read UAE pack)
Dear
Horizon Implementation Process
J understand that you were unable to attend your important Horizon User Awareness
Event. This means that you have missed your opportunity to learn, face to face, about
the Horizon installation process, how it affects your outlet, and the important role that
you play in the process.
As it is important that you understand how the Horizon installation will affect you,
ICL Pathway will send a briefing pack direct to you at your outlet. It is important that
you take the time to read this pack and make sure you understand.
that training is mandatory for you and your staff. You will soon be receiving a
form to request places for you and your staff on a training course. The courses are
planned over the 5 days prior to installation.
e that BT will be contacting you to install the ISDN line, the communications link
for Horizon.
e what you need to think about before we install the equipment
e that any work you have agreed to carry out at the survey is completed prior to
installation.
Installation will take place within the next few weeks. ICL Pathway will be contacting
you soon to make the necessary arrangements. Please make every effort to be
available for the installation once agreed. Remember that this is the largest project of
this kind in Europe and ICL Pathway will be arranging hundreds of installations each
week during the rollout of the Horizon system. Whilst they will make every effort to
fit in with your wishes, you will need to be flexible and then carry out what you have
agreed.
If you have not received the briefing pack a week before your installation, please
contact the ICL Pathway Training Helpdesk on 0345 413036. If there is anything you
do not understand in the pack, please give your Regional Liaison team a call on 0345
223344.
Yours sincerely,
Regional Liaison Manager
Appendix 10
POCL 1998 Page 37 of 43 10/06/98
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POCL POCL Processes For Training and Awareness Scheduling —_ Ref: BP/PRD/013
to Support National Rollout Ver: 1.0
Date: 10/08/98
Clarification of Subpostmasters Position Re Horizon Meeting
As a result of the forthcoming inclusion of X SPSO into the Horizon installation
programme, the subpostmaster, Title & Name received an invitation to attend for the
required training.
Title & Name having indicated that he/she does not intend to attend the required
training event arranged by ICL Pathway nor any reasonable alternative event that can
be offered, this meeting was convened by Title & Name, RNM, to clarify the
subpostmasters position and seek a way forward.
At the conclusion of the meeting, we can confirm the following:-
1. The reasons for the subpostmasters refusal to attend training have been fully
discussed, including any fears about and any physical barriers to, the attendance at
the event offered or reasonable alternatives.
2. That the RNM has explained the reasons for the automation of its Network by
POCL and why it cannot and will not allow any exceptions to the automation
programme.
3. That the RNM has fully explained to the subpostmaster his/her contractual
position with POCL. This included clarification that refusal to attend for training
is considered a breach by the subpostmaster of his/her contract for services by
POCL.
4. That the subpostmaster has been made aware of the consequences of continued
tefusal to attend for training, or any other hindrance to the automation programme.
That he/she understands that POCL will take action as a result which may include
possible termination of contract.
Subpostmaster Date RNM
As a result of this meeting I confirm the following:-
1. * J will now attend a training event for the Horizon automation system when
offered. Furthermore, I will co-operate fully with POCL in the automation of
my office.
2. * do not wish to attend a training event for Horizon and request my outlet be
removed from the Horizon programme. I understand that POCL will take any
action it considers necessary as a consequence of my decision.
Subpostmaster Date
e delete whichever does not apply
POCL 1998 Page 38 of 43 10/06/98
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POL00089741
POCL POCL Processes For Training and Awareness Scheduling —_ Ref: BP/PRD/013
to Support National Rollout Ver: 1.0
Date: 10/08/98
Appendix 11
(Letter to outlet manager - staff non attendance on day of training)
Dear
J understand that a member of your staff name did not attend their Horizon training
on date. Horizon training is mandatory and every attempt should be made to ensure
that your staff receive training from ICL Pathway. This training is available up to and
including the day after your installation.
Please phone the ICL Pathway Training Helpdesk on 0345 413036 to make alternative
arrangements. The installation at your outlet may be delayed whilst your staff are
trained - this should be avoided at all costs.
Should name be unable to attend the ICL Pathway training prior to go live, then it is
your responsibility to ensure that your staff are trained to the required standard, before
they can be allowed to use the Horizon system.
Yours sincerely,
Regional Liaison Manager
Letter to subpostmaster when staff have not achieved standard
Copy letter to RNM
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POL00089741
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POCL POCL Processes For Training and Awareness Scheduling —_ Ref: BP/PRD/013
to Support National Rollout Ver: 1.0
Date: 10/08/98
Appendix 12
Dear
I understand that following the ICL Pathway Horizon Training, name has not obtained
the Horizon Achievement Certificate.
As there are enter number staff from your outlet already trained to the required
standard then the installation at your outlet is unaffected and is confirmed for enter
date.
It is now your responsibility to provide further training for name to ensure that he/she
achieves the required standard prior to working on your counter.
Yours sincerely,
POCL 1998 Page 40 of 43 10/06/98
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POCL POCL Processes For Training and Awareness Scheduling —_ Ref: BP/PRD/013
to Support National Rollout Ver: 1.0
Date: 10/08/98
Appendix 13
Exceptions Report
(reports not available at present)
POCL 1998 Page 41 of 43 10/06/98
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POCL
POCL Processes For Training and Awareness Scheduling
to Support National Rollout
POL00089741
POL00089741
Ref: BP/PRD/013
Ver: 1.0
Date: 10/08/98
Appendix 14
REGIOD
TODAY'S DATE:
Specialist Training
CONTACT :
TELEPHONE No.
NAME
CONTACT ADDRESS
TEL No. DAY
JOB TITLE
COURSE TYPE
EVENT
DATE
EVENT LOCATION
POCL 1998
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POCL
POCL Processes For Training and Awareness Scheduling
to Support National Rollout
Ref: BP/PRD/013
Ver: 1.0
Date: 10/08/98
POL00089741
POL00089741
Appendix 15
Region:
MIB/UAE Date:
MIB/UAE Venue:
Reply required by:
QUESTION
ANSWER
POCL 1998
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