POL00374851
POL00374851
Branch Support Transformation Programme
Prog
‘Summary ~ To improve the support we pr
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. £4.1m (+ VR c £4m)
Timescales - complete by March 2015
Quality.
(Customers The Programme shouid have a positive, indrect impact on customer
lexperience. Reducing subpostmaster suspensions has meant a continuity of service in
[areas where the branch may previously have been closed due o sourcing a temp
'subpostmaster. Non-Post Office colleagues have also been testing the amine regulatory
\compliance training prototype to simulate the experiance of new joiners.
Performance (Benefits) I period 4 Full Programme
Targot I Actual I Target
Programme KPI gaget I Acta I Tayaet I Forecast
IOperating cost reduction = a
[Reduction in agent net debt I sr6 ni yar
Satisfaction with traning 95% 15H6
Reduction in calls to NBSC 25% 1546
Reduction in > 10k shortages Filjear
‘Siatus Update (7) Hatype Tor on ino roguatary covplance rsted wih excelon Tooabook
JEuCnow proceeding wih
‘nd onrack fr go
'NBSO. Gal data received and being analysed (4) Revised approach io camplance audis agreed i
jon for mks-Septenber bunch (2) HORKce raring underiaken
ede Q/08/20"4 (3) hia oot cause analysis w orkshop completed wn
Teduce actvty time by 60%, Go-ve due for 7/08/2047 (5) ATOS resouree now Wi place fo
(Colleagues Central coleagues and eubpostmasters have been testing the on-ine
Icompliance training prototype. 100% have inccated a much better experience than
icurent methods of traning, whether that be through Horizon or on ORBIT. Branch User
Forum article appeared in Subspace explaining to coleagues purpose and achievements
lof Forum. Positive feedback received for HORI training
[Third Parties NFSP have been involved in testing the on-ine protolype and their
{feedback was also very positive. They are also postive about the proposed changes to
the Compliance Audit process.
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Delivery Plan RAG status (Time) ‘Oniine
IThe majonty of operoting cost )Manage the resource plan with HR fo ensure —
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