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Initial Complaint Review and Mediation
Scheme
ExCo Update
13 February 2014
vo.1
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Agenda
1. Context
2. Programme Governance
3. Programme Plan
4. Performance Dashboard
5. Key Risks and Issues
6. Second Sight Engagement
7. Scope of the Working Group
8. Timeline of Key Events
9. Stakeholder Engagement
Decisions for this meeting
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Context (2)
Programme \ Programme\ Performance Key Risks \ SS Stakeholdet
Governance / Plan Dashboard / & Issues Engagemet Engagemen
+ Programme is at a critical juncture
* 147 cases with large potential financial exposure with a very large
expectation gap
+ Post Office has no hard power and minimal influence and are paying the
bills
+ Hostile stakeholders including those directly engaged by Post Office
+ Working Group asserting itself and seeking to re-engineer scope
+ Process design driven by vested interests
+ Resourcing challenge
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2. Programme Governance (2)
PO Ltd Board
Executive Committee
Programme Board
Mediation Independent PO Ltd Communic-
Scheme resolution of I Prosecution ations
future cases
Projects Governance
Belinda Ben Rodric Sophie
Crowe Maddison Williams Bialaszewski
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2.1 Programme Board ToR
mme\ Performance\ Key Risk: ss Stakeholder!
Dashboard / & Issues Engagemer Engagemen
Chair & Secretariat Core Membership
+ Chris Aujard, Chair Fay Healey (NED) Belinda Crowe, Angela Van-Den-Bogerd, Charles
+ Nicky Mal, Secretariat Colquhoun, Andy Hott, Rodric Wiliams, Andy Parsons, Sophie Bialaszewski
Jess Barker, Layla Wildon, Nicky Mal, David Oliver
Frequency
+ Fortnightly
Objectives Inputs
+ To provide the overall direction and management of the programme + Programme Board reporting pack
+ Key management information from case tracker
+ Escalated risks or issues for review
+__Draft deliverables for sign-off
Responsibilities & Accountabilities Outputs:
+ Agree key programme artefacts including the programme planand comms I = Agreed programme artefacts
plan + Signed-off programme deliverables
+ Ensure the appropriate coordination across the projects that comprise the I » Agreed mitigating actions for risks /resolution to issues
programme ‘Agreed escalations to ExCo
Reviewing/signing-off deliverables ‘Success criteria for the programme
To design the permanent solution for handling future cases. Minutes and actions
Review civil and criminal cases
Define acceptable risk profile and risk thresholds for the programme & its
projects
+ Resolve issues between projects, which need the input and agreement of
senior stakeholders to ensure the progress of the programme
(Own the resolution of risks and issues that the programme faces
Ensure resource availabilty for programme activities & resolve conflicts,
Resolve dependencies across programmes
Define the success criteria for the programme
Review programme budget every month
Ensure the programme complies with Post Office data security policies
Ensure suggestions for improvementithemes arising out of the programme
are fed into the Business Improvement programme and vice versa
‘Oversight of programme communications /PR
+ Manage Second Sights role in the programme
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3. Programme Plan (2)
B an Programme \ Programme\ Performance\ Key Risks \ SS Stakeholde
Con Governance / Plan Dashboard / & Issues Engagemer Engagemen
ia co 8 Case Me Programme Plan 2013-14
=
"= = = Sas = = = eee a ee
6
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3.1 Programme Plan: Resources
Ba und) \ Programme \ Pro \e\ Performance Key Risks \ SS Stakeholdet
Governance / Plan Dashboard / & Issues Engagemer Engagemen
* Overall cost of the programme - estimate £5m reasons why
+ Practicalities of manually managing 140+ cases through a scheme
+ Commitments to pay applicants to have advice
+ Process and timelines dictated by Working Group which meets weekly
* Internal staff - impact on NT
* Investigators
+ Mediators
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4. Performance Dashboard (2)
y \ Programme \ Programme\ Performanc& Key Risks \ SS Stakeholdet
Governance / Pla Dashboard / & Issues Engagemer Engagemer;
I
of 8 6 of BE ol
Oo 8 @ oO a 8B a = =
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; BI I = (2
* The Performance Dashboard has been developed
+ Data cleansing/administration activities continue to improve the data quality
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5. Key Risks & ISSUES - extracted trom programme register
Background’ \ Programme \ Programme\ Performance:
Conte: Governance / Plan Dashboard
Risk/Issue n(s) / Update cod
There is a risk that the JFSA
&/or Second Sight disengage
from the Working Group over
the scope of Second Sights
role or the terms of reference
for the Working Group
Second Sight and JFSA
consider the scope of Second
Sight work to extend beyond
the Scheme and in any event,
have taken a very wide view of
Second Sight's investigatory
role within the Scheme
PV will be engaging AH directly before the next face-to-face
Working Group.
Post Office have reviewed all published materials; so far
there are no grounds to justify the increase the scope of the
Working Group.
Aletter of engagement has been drafted. Second Sight
have declined to sign the current draft and have asked for a
number of amendments to be made. Post Office is
considering these.
CA has opened discussions to consider engaging an
alternative accountancy firm.
Apaper will be drafted for ExCo, for onward transmission to
the Board on the Scheme in general, covering the
heightened risk and contractual relationship with Second
Sight.
ss
Engagemet
Stakeholde:
Engagemen
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6. Second Sight Engagement (2)
» \ Programme \ Pro me\ Performance Key Ri:
Govemance / Plan Dashboard / & Iss
Second Sight engagement has been challenging and looks to be reaching
a decision point.
* Second Sight have refused to sign the terms of engagement that Post Office
have proposed including the Board condition that they will not act against
Post Office in the future
* Post Office is spending approximately £30,000 per month (£0.5M to date)
and has only had one product — the interim report
+ Four initial case reports originally due in January have not be delivered
delaying the progression of these cases through the Scheme
+ Second Sight continue to seek to widen the scope of their engagement
across Post Office and will not agree to focus solely on the Scheme
+ Second Sight capacity is limited (3 members of staff) and we have no
assurance that they can cope with the coming workload.
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Stakeholde:
Engagemen,
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Scope of the Working G
Post Office has always been clear that the Working Group's role is to
ensure the Scheme is run in a fair and efficient manner. It will also be
involved in making decisions on how particular cases should be managed
through the Scheme only
Working Group (at the suggestion of JFSA and Second Sight) is seeking a
much wider scope allowing it to examine any issues that it sees as
relevant across Horizon and Post Office’s business
The wider scope carries increased risk for Post Office as any attempt to
restrict the scope will be met with hostility and accusations of attempting to
fetter the independence of the process
Post Office cannot allow the scope creep particularly given the challenges
around controlling the engagement with Second Sight
This is likely to lead to confrontation.
Programme \ Programme\ Performance\ Key Ris! ss Stakeholdet
Governance / Plan Dashboard / & Issues Engagemer Engagemery
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an
‘1 http://media.postoffice.co.uk/News-Releases/Post-Office-statement-on-findings-of-interim-report-into-Horizon-computer-
system-a0.aspx
2http://media.postoffice.co.uk/News-Releases/Post-Office-announces-independent-mediation-scheme-for-subpostmasters-
8d.aspx
3http://media.postoffice.co.uk/News-Releases/Sir-Anthony-Hooper-appointed-as-independent-chair-of-working-group-
overseeing-initial-mediation-sche-72.aspx
ACase Review Mediation Pack(1).pdf
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8. Timeline of Key Events
B un Programme \ Programme\ Performanca\ Key Risks \ SS
Con! Governance / Plan Dashboard / & Issues Engagemet
JAN FEB MAR APR MAY
Stakeholde:
Engagemer
BD Facetotacewe Qf
é oad I OD ° o Oo Oo
I oes
3 Board I ARCH Boars poac @
Fo @D 85 feports due
we Fifst mediation
Iss papers distributed First mediation case
2
3 @ Pv- industry & Hartiament Trust dinner
6
g
Es
Pv WAmigs @ ry Yeynee Qrovsames mig
mtg
bz PV /AHISS mtg
ba 227: session forLorton
Be MPS ap oy
4 rop-in segsion
RS for NEMPd
oa ‘Dippsin session for MPs
Est of England
2 @ Front otc Application procurement endgr
5
fa PO Advisdry Council
a ° @ sero Ftsu Sence deskto Atos
3
12
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9. Stakeholder Engagement (2)
round) \ Programme \ Programme\ Performance\ Key Risks \ SS
t Governance / Plan Dashboard / & Issues Engageme!
In addition to our focus on Second Sight and JFSA we are taking
forward two other key strands of engagement:
James Arbuthnot and other interested MPs — Paula and Alice held a
positive meeting with James Arbuthnot. A follow up meeting is being
arranged for Mid March with James and other interested MPs.
Anthony Hooper (Chair of the Working Group) — Given the challenges
posed by the other members of the Working Group maintaining strong
relations with Tony will be critical. Paula is going to meet with him in the next
few weeks to ensure we are well placed should relations with JFSA or
Second Sight deteriorate further
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