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Initial Complaints Review & Case Mediation Scheme Programme Board
Date: Friday 17 January 2014
Time: 10:00 — 11.30
Place: Room 108, 148 Old street
Attendees:
Name Abbrev. I Job Title
Chris Aujard CA General Counsel (Chair)
Fay Healey FH Non-Executive Director
Belinda Crowe BC Initial Complaints Review & Case Mediation Scheme, Programme
Director
Angela Van AVDB_I Head of Partnerships
Den Bogerd
Andy Holt AH Business Improvement, Programme Manager
Sophie SB Initial Complaints Review & Case Mediation Scheme, Communications
Bialaszewski
Andy Parsons AP Senior Associate, Bond Dickinson
Jess Barker JB Initial Complaints Review & Case Mediation Scheme, Mediation Lead
David Oliver DO Initial Complaints Review & Case Mediation Scheme, Programme
Manager
Nicky Mal NM Initial Complaints Review & Case Mediation Scheme, PPM &
Governance Lead
Apologies
Name Abbrev. I Job Title
Charles cc Finance
Colquhoun
Layla Wildon LW Regulatory Risk Business Partner
Rodric Williams RW Post Office, Legal
Meeting Agenda:
1. Programme Director's update
PNOAAPWN
AOB
Terms of Reference
High Level Success Criteria
Performance Dashboard
Key Risks & Issues
Financial Outlook
Early Settlement Criteria
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Minutes and actions from 17/01/14 Programme Board
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No.
Minutes/Action
Completion
Date
Status
Action
Owner
BC provided an update on the programme in terms
of administration, governance, stakeholders, legal
and risk level. AVDB confirmed she was comfortable
with the number of investigators now in place
however there is an issue with retrieving information
from Fujitsu to progress the cases within the agreed
timescales. AH explained there is now a Fujitsu
project manager in place that will work with the
investigators to put a forward plan in place and
manage the data requests, however we may still
experience issues with large requests for data and
therefore we need to prioritise the requests. CA
specified that an early warning signal is required
where data may not be forthcoming. Action: build
feedback mechanism in so that BC can flag
Fujitsu data delays to the Working Group and
request an extension as early as possible.
BC outlined the quality assurance (QA) process for
reviewing CQRs and investigators’ reports. CA
highlighted:
1. AH has indicated the Post Office reports are
coming across defensive. The reports need to
be more balanced and this needs to be
managed through QA.
2. Inorder to satisfy the JFSA’s broader demands
we need to demonstrate we are taking actions
to make improvements based on themes arising
from the cases
BC summarised the work the programme is doing to
address the second point:
1. Mapping the themes that Second Sight have
already identified against the Business
Improvement activities
2. Apaper on the lessons learned so far (to
ARC 12/02)
3. The Independent Resolution of Future
Cases workstream to investigate and
develop a permanent independent
complaints handling procedure for the Post
Office
The Board recognised the programme is closely
linked to and has a major dependency with the
Business Improvement programme, but there is no
single document that shows how the two will drive
the desired outcomes. Action: BC and ADVB to
document and provide an update at the next
Programme Board.
24/01/14
04/02/14
Open
Open
AH/BC
BC/AVDB
The Board was asked to consider whether the
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Minutes/Action
Completion
Date
Status
Action
Owner
Terms of Reference (ToR) for the Programme Board
were accurate and complete. The following
responsibilities were also suggested:
1. Oversight of communications/PR
2. Remit to design the permanent replacement
to the Scheme
3. To manage Second Sight's role
Action: NM to update ToRs and circulate.
26/01/14
Closed
NM
The Board was requested to review the programme
success criteria offline. Initial comments included:
1. Cost-effectiveness should be reflected in the
vision
2. JFSA should be included as a stakeholder
group
Action: ALL review programme success criteria
and provide comments to NM by 24 January.
24/01/14
Open
ALL
BC provided a summary of the status of case
performance. AH suggested Fujitsu updates should
get incorporated into the dashboard. Action: AH to
discuss dashboard requirements with BC.
31/01/14
Open
AH
BC took the Board through the key risks and
issues. Action: ALL to review the list of
potential POL representatives for mediation
and endorse/provide any comments to NM by
24 January. CA to discuss with FH to seek
confirmation from relevant Director and ExCo.
24/01/14
31/01/14
Closed
Open
ALL
CA
CC/his deputy were unable to join the Board to
provide an update on the financial outlook. It was
unclear whether all the work within the programme
is exceptional e.g. Prosecutions and Independent
Resolution of Future Cases workstreams. Action:
CC to provide clarification and circulate detailed
budget.
DO and NM left the room whilst the Board discussed
PA's Proposal (slide 11). Action: BC to follow-up
with Programme Board in writing
31/01/14
04/02/14
Open
Open
cc
BC
AP outlined the Early Settlement Policy. The Board
was requested to review the detailed policy and
provide any comments back to AP; to be approved
by correspondence unless it needs to be discussed
further in which case it should be on the agenda for
the next Programme Board. Action: ALL to review
and provide any comments to AP by 24 January.
AVDB highlighted how early settlement could be
perceived as counterproductive:
1. It may appear that the Post Office are not
interested in trying to resolve the root
problem/make business improvements.
2. Could result in making decisions on
incomplete information
Action: Raise as a risk and ensure suitable
mitigating actions and owners are in place.
24/01/14
06/02/14
Open
Open
ALL
NM
The Board was requested to review the programme
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No. I Minutes/Action Completion Status Action
Date Owner
communications plan and provide comments by
correspondence to SB by 24 January. Action: 24/01/14 Open ALL
review the communications plan and provide
comments by correspondence to SB by 24
January
Action: Add communication scenarios to the 31/01/14 Closed NM
next Programme Board’s agenda
Action: Extend the next Programme Board to 2 31/01/14 Closed NM
hours
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Summary of actions
No. I Action Owner Due Date
1 Build feedback mechanism in so that BC can flag Fujitsu data AH/BC 24/01/14
delays to the Working Group and request an extension as early as
possible.
2 I BC and ADVB to document the outcomes of the Business AVDB/BC I 04/02/14
Improvement and Initial Review & Complaints Mediation Scheme
programmes and provide an update at the next Programme Board.
3 I Update Programme Board Terms of Reference and circulate to NM 26/01/14
Programme Board
4 I Review programme success criteria and provide comments to NM ALL 24/01/14
by 24 January.
5 I AH to discuss additional dashboard requirements (to incorporate AH 31/01/14
Fujitsu updates) with BC.
6 I ALL to review the list of potential POL representatives for mediation ALL 24/01/14
and endorse/provide any comments to NM by 24 January. CA to CA 31/01/14
discuss with FH to seek confirmation from relevant Director and
ExCo.
7 I CC to provide clarification on whether all the work within the cc 31/01/14
programme is exceptional and circulate detailed budget.
8 I BC to follow-up with Programme Board in writing with regards to BC 04/02/14
PA's proposal
9 I ALL to review the Early Settlement Policy and provide any ALL 24/01/14
comments to AP by 24 January
10 I Raise early settlement concerns as a risk and ensure suitable NM 06/02/14
mitigating actions and owners are in place.
11 I Review the communications plan and provide comments by ALL 24/01/14
correspondence to SB by 24 January
11 I Add communication scenarios to the next Programme Board's NM 31/01/14
agenda
13_I Extend the next Programme Board to 2 hours NM 31/01/14
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