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POL00138282
Initial Complaints Review & Case Mediation Scheme Programme Board
Date: Friday 11 April 2014
Time: 10:00 — 11.30
Place: Room 505, 148 Old street
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 .
Den Bogerd AVDB_ I Head of Partnerships
Charles -
Colquhoun cc Finance
Andy Holt AH Business Improvement, Programme Manager
Rodric Williams RW. Post Office, Legal
Sophie . SB Initial Complaints Review & Case Mediation Scheme, Communications
Bialaszewski
Layla Wildon LW. Regulatory Risk Business Partner
Andy Parsons AP. Senior Associate, Bond Dickinson
Jess Barker JB Initial Complaints Review & Case Mediation Scheme, Mediation Lead
Lena Hameed LH Initial Complaints Review & Case Mediation Scheme, Settlement Lead
Ben Maddison BM Initial Complaints Review & Case Mediation Scheme, PPM &
Governance Lead
Guest
Name Abbrev. I Job Title
Initial Complaints Review & Case Mediation Scheme, Future of Scheme
Carolyn Low cL .
Options Lead
Apologies
Name Abbrev. I Job Title
David Oliver Do Initial Complaints Review & Case Mediation Scheme, Programme
Manager
Meeting Agenda
Budget
AOB
NOOPON>
Programme Director's Update
Post Office Board sub-committee — Future of the Scheme
Data & Information security risks
Performance Dashboard
Key Risks & Issues
Minutes and actions from 11/04/14 Programme Board
Agenda
Ni
Minute
BC updated on the face-to-face
Working Group meeting.
© SS finding it a challenge to meet SS
not yet structuring reports which
meet the needs of the WG.
© WG suggested POL presents
conclusions more assertively.
© Factfile ready for 15/4. All SS
queries addressed and clear audit
trail of responses.
SS requests for more evidence
could impact on advisor fees.
BC updated on Board Sub-committee.
* Risks relating to the Scheme
discussed (time and cost)
address the core problems
ministerial commitments
* Need to consider timelines,
especially in relation to recess
(18/7) and the need for ministerial
approval.
Any change to Scheme likely to be
contentious and needs to be
communicated neutrally.
BC updated on Horizon assurance.
* Linklaters work concluded there is
a minimal legal risk from cases
assessed so far. This is based on a
sound Horizon system.
* Deloitte, engaged by CIO, to
undertake assurance work and
complete by 30/4
* Not a forensic inspection, focused
on adequacy of control measures
Need to consider options which
Should assess options against
Action
BC to resolve with
Anthony Hooper
Due Date
16/04/14
Action
Owner
BC
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Status
Closed
CL gave additional detail to the future
of the mediation scheme options
work.
A collective effort from all members
required to input into developing the
future options. These will need to take
account of how the options compare
in terms of commitment to ministerial
statements, cost, and possible
CL to lead on collecting
input through appropriate
means (e.g. workshops) in
developing options
30/04/14
cL
Open
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timescale.
RW to review draft 25/04/14 I RW Open
Consideration of the justification and I settlement document to
optics of ex gratia payments from a I include justification of ex
public authority needs to be made for I gratia payments
the Sub Committee and ExCo. supported with examples
SS have a large amount of POL data I AH to supply list of and 25/04/14 I AH Closed
and although there is a record of what I arrange access to data
they have at a high level, we do not I given to SS in regards to
have all the detail. SS data holding is I MP cases only
on the InfoSec risk register. To comply
with our InfoSec policies, and I All SSrequests for further I 25/04/14 BC Open
particularly as SS are now asking for I data to be channeled
further information in bulk (all emails I through BC and provision
for certain staff over a several year I to be limited to what is
period and yet more prosecution I needed for investigations.
files), and that one SS Director has
been using his private web-based I AP to draft letter from 25/04/14 AP Open
email account — which __ was I Julie George (as Head of
compromised recently), we need to I InfoSec) to to SS to
act to address the risk. confirm what data held,
information controls in
place and destruction/
return of all information
not being used.
Arrangements in place to protect I RW to putin placea 25/04/14 I RW I Open
privileged or otherwise confidential I process to ensure removal
information from the evidence I of sensitive information
bundles travelling with __ the I from POL reports.
investigation reports were discussed
and it was agreed they could be
tightened.
3 late cases accepted into Scheme. At I BC to raise at next WG I 01/05/14 BC Open
present there are 137 cases in the I meeting about the
Scheme. It is taking longer than 4 I possibility of a final push
weeks to complete case investigations I for all CQRs. Also to make
and delays in CQR submissions (80+ I PV aware.
outstanding).
Question arose whether WG should
be firmer on CQR submission
deadlines.
New procedure for managing the
internal process _—_ implemented
meaning cases should take 8-10wks.
At the next WG meeting, the Intention
is for a final case report format to be
agreed.
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Potential issue that investigation team
resource is only guaranteed until end
of June. If resource is required beyond
this point then a case needs to be
made to the business.
Noted that no case so far investigated
supports a systemic problem with
Horizon. Majority of cases revolve
around training and support.
Time pressure to align the selected I CAtohave an ExCoSub- I 25/04/14 I CA Open
scheme option with when the first I committee meeting prior
mediation case. to Board Sub-committee
meeting to discuss
options.
Due the number of Governance layers, I BM/LW to review and 01/05/14 BM Open
question over whether current I propose new governance
Governance structure needs revising. I structure.
Run rate now estimated to be £1.7M I CC to invite BC to next 25/04/14 cc Open
more than anticipated (now near I Finance leadership
£7M). There is a need to update other I meeting.
business stakeholders on the
programme budget composition and
spend.
Noted that POL needs to strengthen I BM to capture lessons Ongoing I BM Open
their ability to mobilise out of the I learned from this
ordinary programmes. programme
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Summary of actions
No. I Action Due date Owner
1 I BC to resolve with Anthony Hooper 16/04/14 BC
2 CL to lead on collecting input through appropriate means (e.g. 30/04/14 cL
workshops) in developing options
3 RW to review draft settlement document to include justification ofex 25/04/14 RW
gratia payments supported with examples
4 AH to supply list of and arrange access to data given to SS in 25/04/14 AH
regards to MP cases only
All SS requests for further data to be channeled through BC and
. provision to be limited to what is needed for investigations. ae eo
AP to draft letter from Julie George (as Head of InfoSec) to to SS to
6 I confirm what data held, information controls in place and destruction/ 25/04/14 AP
return of all information not being used.
RW to put in place a process to ensure removal of sensitive
z information from POL reports. es RW
BC to raise at next WG meeting about the possibility of a final push
8 for all CQRs. Also to make PV aware. 01/08/14 Bc
9 CA to have an ExCo Sub-committee meeting prior to Board Sub- 25/04/14 CA
committee meeting to discuss options.
10 I BM/LW to review and propose new governance structure. 01/05/14 BM
11 I CC to invite BC to next Finance leadership meeting. 25/04/14 cc
12 I BM to capture lessons learned from this programme On going BM