Initial Complaints Review & Case Mediation Scheme Programme Board
Date: Friday 6 February 2014
Time: 15:00 — 17.00
Place: Room 107, 148 Old street
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Attendees:
Name Abbrev. I Job Title
Chris Aujard CA General Counsel (Chair)
Fay Healey FH Programme Board Non-Executive
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
Mark Davies MD Communications
Layla Wildon LW. Regulatory Risk Business Partner
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
Ben Maddison BM Initial Complaints Review & Case Mediation Scheme, Independent
Resolution of Future Cases Workstream Lead
Apologies
Name Abbrev. I Job Title
Charles cc Finance
Colquhoun
Rodric RW Post Office, Legal
Williams
Andy Parsons AP. Senior Associate, Bond Dickinson
Meeting Agenda:
1. Programme Director's Update
PN OMAN
AOB
Communication Scenarios
Themes arising from CQRs
Programme Interdependencies
Development of the Future Complaints Resolution Model
Performance Dashboard
Key Risks & Issues
Minutes and actions from 06/03/14 Programme Board
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No
Minutes/Action
Completion
Date
Status
Action
Owner
BC updated the Board on the meeting between JA,
PV and AP. The programme is working with JA’s
Office to arrange a follow-up meeting with MPs in
mid-March, chaired by JA. Action - Ensure our
concerns about Second Sight’s role and the
impact of this are recorded in the Programme
RAID log
FH questioned what controls the programme has in
place to manage stakeholder communications.
Action — create a planner including dates of the
production of draft reports, dates on which
applicants first receive any written reports etc.
FH asked whether the delays in Post Office's
investigation of cases were still occurring. BC
outlined the process by which this is being
managed: Investigators in place, quality assurance
mechanism in place and themes arising from CQRs
being fed back to the Business Improvement
programme. AVDB mentioned that getting data
back from Fujitsu is still a problem but a project
manager has been appointed so she expects this
will get better.
FH questioned whether we were content with
Fujitsu’s commitment to providing data. AH
confirmed he was happy although we should be
mindful that the cost is currently being picked up by
BaU; going forward the programme will be charged
per ARQ. Action — AH to check data retrieval
costs with Fujitsu and report back to
Programme Board. Action - AH to flag costings
to CC and Sarah Hall.
Aworkshop has been arranged next week to go
through the internal mediation process with the
programme team. JB asked where CA was with
gaining approval for the proposed mediation
representatives. Action - CA to follow-up with
appropriate Directors to seek approval for their
resources to take on the roles of mediation
representatives.
03/03/14
12/02/14
12/02/14
12/02/14
10/02/14
Open
Open
Open
Open
Open
NM
SB
AH
AH
CA
DO explained the themes have come from Bond
Dickinson's analysis of the first 25 CQRs submitted.
AVDB said these themes need to be verified to
ensure they are not just statements. The
programme also needs to link the programme
activities already delivered, underway or planned to
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the Second Sight themes and track any further
themes arising.
We need to be able to demonstrate that we have
addressed all of Second Sight’s themes and capture
the rationale for any changes we have made.
Action — AVDB to own on-going tracker of
Second Sight themes and rationale for any
changes under BIP made
On-going
Open
AVDB
The Board approved the Scheme to arrange a
workshop to identify further dependencies between
The Scheme, BIP and other relevant programmes.
It was agreed this workshop should also map the
Second Sight themes to BIP activities as both
require input from the same programme team
members. Action — BM to arrange and plan
dependency workshop and to facilitate a first-
cut of the Second Sight themes as per 2. above.
FH suggested that these should also be mapped to
the programme's success criteria. AH also
mentioned the dependency with the Independent
Expert Witness work on Horizon. We discussed the
timing of this work and the need to think through
how a report would be used before it is
commissioned. Action - Include this in the
dependency mapping exercise taking into
account sequencing and priorities of
communications
14/02/14
14/02/14
Open
Open
BM
BM
Communications are confident they can manage the
media scenarios identified. In addition to those, the
procurement of a new system (to replace Horizon)
should also be considered.
Action - Programme team to review how risks
are recorded in the risk register
Action - Create reactive lines that are aligned to
the Second Sight themes and Second’s Sight
generic report.
Action - Draft paper on media risk for ExCo
03/03/14
14/02/14
13/02/14
Open
Open
Open
NM
SB
SB
BM presented initial thoughts on where the future
complaints model would sit. Action - Tighten up
the focus of the future complaints model
update, for the next Programme Board
10/02/14
Open
BM
The Performance Dashboard will be used to
understand the pipeline of cases in the Scheme and
to report to ExCo. Action - ALL to review the
Performance Dashboard and provide
appropriate feedback to BC
14/02/14
Open
ALL
It was agreed the expectation gap needed to be
revisited. Action — DO to write a paper on how to
manage the expectation gap for ExCo
14/02/14
Open
DO
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Summary of actions
No I Action Owner I Due Date
1 Ensure our concerns of Second Sight’s role and the impact of this NM 03/03/14
are recorded in the Programme RAID log
2 I Create a planner including dates of the production of draft reports, SB 12/02/14
dates on which applicants first receive any written reports etc.
3 I AH to check data retrieval costs with Fujitsu and report back to AH 12/02/14
Programme Board.
4 I AH to flag costings to CC and Sarah Hall. AH 12/02/14
5 I CA to follow-up with appropriate Directors to seek approval for their CA 10/02/14
resources to take on the roles of mediation representatives
6 I AVDB to own on-going tracker of Second Sight themes and rationale I AVDB On-going
for any changes under BIP made.
7 I BM to arrange and plan dependency workshop and to facilitate a first- BM 14/02/14
cut of the Second Sight themes mapping
8 I Include Independent Expert Witness work in the dependency BM 14/02/14
mapping exercise and take into account sequencing and priorities of
communications
9 I Programme team to review how risks are recorded in the risk register NM 03/03/14
10 I Create reactive lines that are aligned to the Second Sight themes SB 14/02/14
and Second's Sight generic report
11_I Draft paper on media risk for ExCo SB 13/02/14
12 I Tighten up the focus of the future complaints model update, for the BM 10/02/14
next Programme Board
13 I ALL to review the Performance Dashboard and provide appropriate ALL 14/02/14
feedback to BC
14 I DO to write a paper on how to manage the expectation gap for ExCo DO 14/02/14