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Initial Complaint Review and Mediation
Scheme
ExCo Update
13 February 2014
v0.3
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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 Stakeholder
Governance / Plan Dashboard / & Issues Engagemet Engagemer
+ 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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Brief context slide to ensure all aware that the programme is facing a number of challenges and that a large number of them
are due to historic design issues
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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
* Overall cost of the programme - estimate £5m due to:
+ Commitments to pay applicants to have advice
+ Internal staff - impact on NT
+ Investigators
+ Mediators
Ba Programme \ Programme\ Performance Key Risks \ SS
ont Governance / Plan Dashboard / & Issues Engagemer
+ Practicalities of manually managing 140+ cases through a scheme
+ Process and timelines dictated by Working Group which meets weekly
Stakeholde:
Engagemer
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Opportunity to reinforce how resource hungry the programme is
Opportunity to raise the need to release enough experienced staff to act as mediators. Kevin has said that the current list of
staff and length of release will threaten NT
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4. Performance Dashboard (2)
Programme \ Pr mme\ Performance Key Ris! ss Stakeholder!
Governance / Plan Dashboard / & Issues Engagemer Engagemer;
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* The Performance Dashboard has been developed
+ Data cleansing/administration activities continue to improve the data quality
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Cases have been moving more slowly that planned for
Bottleneck with Second Sight Capacity (3 members of staff being fed by 22 investigators)
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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 increasing 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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Lead in slide to the next two slides where we discuss the WG and Second Sight in more detail
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6. Second Sight Engagement (22)
Programme \ Programme\ Performance Key Risks \ SS Stakeholde:
Governance / Plan Dashboard / &Issues /EngagemenI Engagemery
Second Sight engagement has been challenging and looks to be reaching
a decision point.
* Second Sight have refused to sign the terms of engagement
+ Post Office is spending approximately £30,000 per month (£0.5M to date)
+ Second Sight continue to seek to widen the scope of their engagement
* Second Sight capacity is limited (3 members of staff) and we have no
assurance that they can cope with the coming workload.
0)
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Post Office have proposed including the Board condition that they will not act against Post Office in the future - Second Sight
have refused to agree this.
Post Office has had only one substantive product - the interim report
Four initial case reports originally due in January have not been delivered delaying the progression of these cases through the
Scheme
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Background \ Programme \ Programme\ Performance\ Key Ris! S Stakeholde!
Governance / Plan Dashboard / &lssues / Engageme Engagemer
* The Working Group's role is to ensure the Scheme is run in a fair and
efficient manner
+ Working Group (at the suggestion of JFSA and Second Sight) is seeking a
much wider scope
* The wider scope carries increased risk for Post Office
+ Post Office cannot allow the scope creep
* This is likely to lead to confrontation.
an
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Working Group will also be involved in making decisions on how particular cases should be managed through the Scheme
WG seeking to examine any issues that it sees as relevant across Horizon and Post Office’s business
Any attempt to restrict the scope will be met with hostility and accusations of attempting to fetter the independence of the
process
Particularly challenging given the issues around controlling the engagement with Second Sight
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8. Timeline of Key Events @
B und) \ Programme \ Programme\ Performance\ Key Risks \ SS Stakeholde!
Con\ Governance / Plan Dashboard / & Issues Engagemer Engagemer
JAN FEB MAR APR MAY JUN
8] @ Faxioracows rN
2
ZI ° cat I OD ° o Oo Oo
ExCo
8 D vais I ARQ Boars pone
Rs pépere distbutedI First mediation case
ES
3 @ Pv- industry & Hartiament Trust dinner
a
Es
winne @® I Caen I runners
mtg
bz PV /AHISS mtg
BS Drop-in session for Lontion
be MPs Drop-in seqsion
BS fer Ne
a Dippin session for MPs
Est of England
a @ Font omee deseaton procurement end
& PO Advisdry Councit
a ° @ sero Ftsu Sence deskto Atos
2
oO
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Key point is the Second Sight report is due on 27 February and we are in a critical window to manage that relationship and
prepare for the report potentially becoming public
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9. Stakeholder Engagement @
Ba Programme \ Pr mme\ Performance Key Risks \ SS Stakeholde
nt Governance / Plan Dashboard / & Issues Engagemer Engagemen
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
Anthony Hooper (Chair of the Working Group)
(3)
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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.
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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