POL00178066
POL00178066
Business Service Management - Problem Co-ordinator Matrix - Version 3.0
Business Unit I Co-ordinator I User I/D Phone Location Area(s) of Responsibility
Name Number
Business Service Any Problem PC I See list See table at I Dearne House * Gateway to ICL Pathway
Management Manager foot of Barnsley ¢ Custodians of OBC processes
document ¢ Business Continuity planning
¢ NBSC
* Problem Management Discipline
¢ Incident Management Discipline
¢ Change Implementation Processes
© Documentation Configuration
Internal Account Mark R Knight PC_ I knigma01 Gavrelle House, ¢ Gateway into Network Banking
Management JA I knigma02 London
PV_I knigma
Outlet System Group Suzanne Robson PC I robssu01 Concept House, ¢ Non Horizon: - ECCO+, Capture, ALPS,
IA _I robssu02 Farnborough APT, HAPS
PV I robssu ¢ Horizon: - HAPS, OBC-AP and EPOSS
¢ CSR+- HAPS file transfers to ICL
Pathway
Transaction Processing Malc Heeley PC_ I heelma01 Future Walk, ¢ Error resolution
IA heelma02 Chesterfield ¢ Cash accounting
PV I heelma04 ¢ Supporting documents
¢ Ledger reconciliation
¢ Settlement
¢ File and data transfers
¢ Reference data
National Lorraine Finnigan PC I finnigl01 Gavrelle House, ¢ External communications
Communications IA I finnigl London ¢ Internal communications, excluding,
PV I finnigl02 Operational Publications (Counter
News, Ops Manual, User Guide, etc)
Security & Investigations I Charles Leighton PC I leigch02 Impact House, ¢ Policy & Standards of physical security
(temp) JA __I leigch01 Croydon within outlets
PV_I leigch03 ¢ Policy in respect of Internal Crime
Page 1
[DATE ]
POL-BSFF-0016129
POL00178066
POL00178066
Business Service Management - Problem Co-ordinator Matrix - Version 3.0
Business Unit Co-ordinator User I/D Phone Location Area(s) of Responsibility
Name Number
(Fraud)
Policy issues which impact upon the
Investigation process
Operating Process Phil Norton PC I nortph02 I" GRO Future Walk Anything that may change the
JA I nortph01 i Chesterfield Operating Process, especially where this
PV I nortph change impacts more than one area
NB Steve Cowburn I PC_ I cowbus02
for Impact 1A I cowbus01
Assessment PV_I cowbus
NBSC Dean Russell PC I russeld3 Dearne House NBSC
Shaun Turner Barnsley
Jane Wigfield IA I analyst2
David Wright (all)
Wesley Rogers
Your Guide Paul Sumner PC I sumnpa02 Concept House Your Guide Problems
IA I sumnpa01 Farnborough
PV_I sumnpa
Network Policy & Chris Harker PC I TBA Brockbourne House, All issues related to Horizon and how
Transformation IA_ I TBA Tunbridge Wells they affect the agency network.
PV I TBA All issues related to the management
of the agency network, e.g.
recruitment, advertising etc.
All issues relating to mailwork offices
Issues relating to network
transformation including OBC
(operational business change)
Support mechanisms for
subpostmasters, e.g. Counters Club etc.
All issues related to our contractual
relationship with the agency network.
All issues relating to the legal and
taxation status of agents
All issues related to the management
of PON's exposure to National
Insurance Contributions on agents'
Page 2
[DATE ]
POL-BSFF-0016129_0001
POL00178066
POL00178066
Business Service Management - Problem Co-ordinator Matrix - Version 3.0
Business Unit
Co-ordinator
Name
User I/D
Phone
Number
Location
Area(s) of Responsibility
remuneration (NIPOC)
Nominee VAT, Deferred MSPO
licence fees, Introductory Payments"
All agency pay issues.
Stock Operations
John Brownsill
brownsj
brownsj02
brownsj01
Prospero House,
London
All stock operations
Swindon
LFS - related issues
Cash Handling & Distribution
Network Audit
Charles Leighton
(temp)
Teigch02
leigch01
leigch03
Impact House,
Croydon
Delivery of risk based audit plan
Verification of Post Office Counters Ltd
a
on planned audit
at transfer between agents
at office closure
following a robbery/burglary
incident
* at Postshops
Attendance at Postshop stocktakes
Verification of assets at Distribution
Centres in support of POIAT.
Compliance testing of Post Office
Counters Ltd financial and operating
procedures
eeee
Network East
Hazel Ginger
PC
PV
TBA
TBA
TBA
Verulam Point
St Albans
eeee
Territorial deployment of national
policies
Outlet performance ie budgets, KPIs
Communication with outlets
Monitoring supplier performance
Contingency plans for continuity of
service
Managing relationships with senior
union officials
Page 3
[DATE ]
POL-BSFF-0016129_0002
POL00178066
POL00178066
Business Service Management - Problem Co-ordinator Matrix - Version 3.0
Business Unit
Co-ordinator
Name
User I/D
Phone
Number
Location
Area(s) of Responsibility
Network North
Mike Baxter 1Ae
IA
PV
baxtmi01
baxtmi02
baxtmi
The Athenaeum,
Glasgow
Territorial deployment of national
policies
Outlet performance ie budgets, KPIs
Communication with outlets
Monitoring supplier performance
Contingency plans for continuity of
service
Managing relationships with senior
union officials
Network West
Jane Hall Re
PV
hallja02
hallja01
hallja
Lionel St,
Birmingham
Territorial deployment of national
policies
Outlet performance ie budgets, KPIs
Communication with outlets
Monitoring supplier performance
Contingency plans for continuity of
service
Managing relationships with senior
union officials
Quality Service Manager
User I/D
Speciality
Phone Number
Location
Kevin Lenihan N/A N/A Dearne House
Problem Managers User I/D Speciality Phone Number Location
Paula Astles astlesp Problem Offices —— Dearne House
Andy Barnes barnesa EPOSS Dearne House
Richard Benton bentonr Infrastructure Dearne House
Des Hansbury hansde01 Contracts i G RO / Dearne House
Ed Jones jonese Infrastructure Dearne House
Wendell Jones jonesws EPOSS Dearne House
Paul Smith smithp1 APS Dearne House
Page 4 [DATE ]
POL-BSFF-0016129_0003
POL00178066
POL00178066
Business Service Management - Problem Co-ordinator Matrix - Version 3.0
Problem Managers User I/D Speciality Phone Number Location
Mick Theobald theomi01 Infrastructure — Dearne House
Theresa Walsh walsth01 EPOSS G RO Dearne House
Nicola Wood woodn LFS Dearne House
Mary Wright wrightm1 OBCS Dearne House
P.O. Support User I/D Speciality Phone Number Location
Neil Rimington N/A N/A + GRO : Dearne House
Page 5 [DATE]
POL-BSFF-0016129_0004