POL00374442
POL00374442
Branch Support Transformation Programme
‘Summary ~ To improve the support we pr
Prog
the point where they leave the business.
to subpostmasters
and operators in the running of their Post Offices from the moment they join to
Programme Scale
Cost C. £4.25m (+ VR e 4m)
Timescales - complete by March 2015
Quality.
c 1c 1S and Third Party Engagement
(Customers Whist theres no direct mpact on customers, the actwty within the work
steams should have a positve impact on the customer experience, The reduction in
Isubpostmaster suspensions has meart a contruity of service in areas where the branchI
Imay previously have boon closed due to sourcng and transfarring to temporary
Isubpostmaster.
Performance (Benefits)
Full Prog
ramme- Target oreca:
Programme KPI Target I Forecast
IOperating cost reduction £3m {15/16 full year]
Numba of spr steparaione 3 @pa
Redvction in agent net dobt etm _Irsne satyeorI
[Satisfaction with training ~ Tec I 95% I F
Reduction in calls to NOSE 28 “tec 25% ‘ear
Reduction in 5£10K shortages 7 50% I Fllyear
[Colleagues Anumber of agency branches, Grown branches and Blakemore (multple
[partner have signed upto participate in on-ine reguatory complance prototype tasting,
{Colleagues continue to be engaged in individual work stream activiy. Large exercse
\undertakon with wide range of stakoholders to understand IT roquremients for branch
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[Stans pdaie —_() Bumnnoss Case and Tung agreed by POLE (2) raqurarens Tor OT
Isystom agreed wih stakahotders and jont approach agreed w th MF (3) On ano rogulatory
Icoreance raring protype beng bus w ih suppler and on ack ot tosing w th users wc “6%
[sun ¢4 Buroe 2nd reco ransacton serpiod and passed o Fusu fr bulla osing () Top
Third Parties Poslive Teodback fom NFSP conference regarding work the Programme
s doing to make improvements, Workshop wth NFSP js planned for end Junefearly July
{tounderstand Programme werkstraams in more detall and dentfy areas whore the
INFSP can add specific value. Attending NFSP regonal meetings in June! Jy.
Risks Delivery Plan RAG status (Time) ‘Ontine
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ta Enosiaimpia
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IThe majority of operating cost )Manage the resource plan wilh HR to ensure HORIce Regulatory launched
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