POL00138112
POL00138112
INITIAL COMPLAINTS REVIEW & CASE MEDIATION SCHEME
CHAIRS BRIEFING FOR PROGRAMME BOARD
4 FEBRUARY 2014
. Programme Director’s Update
« Working Group — Worth recapping the attempted scope creep by the Working Group
— especially with Mark Davies there.
e What will the impact in cost and time be of circulating Second Sight reports in draft.
e Performance — what steps should we take to prepare for the first wave of Second
Sight reports?
¢ Mediation — without the Second Sight slippage would be under a lot of pressure now.
Project plan needed by end of week to take us through to first mediation meeting.
. Communication Scenarios
* Critical Scenarios — Is eight critical scenarios a realistic number to manage?
¢ Know that Nina wants to avoid public statement until scheme closure — do the board
think this is (1) the right approach, (2) realistic given the risks?
. Themes arising from CQRs
e Links to the last item — are we reliably measuring the changes that we are making as
we will need them for public facing statement on the scheme.
« How accurate/fair do we think the themes are?
. Programme Interdependencies
¢ Fujitsu appear to be key to both programmes — how are we managing them and
representing the programmes through their governance?
* Good to get agreement to a workshop on the programme dependencies — happy to
run and sort facilitation from the Scheme programme team if helpful.
. Development of the Future Complaints Resolution Model
e /s anarrow scope right or should we be building something with the ability to protect
POL in the future?
¢ The current scope would not pick up the themes we discussed earlier in the meeting,
is this a problem?
e Tasking will be important — this team could provide a pressure valve for future issues
if properly resourced — should they be formally taskable only by POL (lessons from
Second Sight letter here).
. Performance Dashboard
e Pleased to see the first tracker — now need much closer monitoring of the cases
e Need some milestones for report delivery — can we have a paper on this for the next
board?
. Key Risks & Issues
« Is the management effort in the right place with the investigation reports?
e Are we putting enough effort into getting them right first time?
e Are we tracking the reports at a granular enough level?
« Spent a lot of time discussing expectation gap. Would like a detailed plan to
manage the expectation gap for the next Programme Board?