POL00447956
POL00447956
Post Office retail
function
Addressing Past Criticisms and Ensuring Continuous Improvement
ClJ 10 Security
Russell Hancock, Tracy Marshall,
31 January 2024
Summary of the Retail approach to addressing past criticisms and
ensuring continuous improvement:
Addressing past failings
I What are the inputs? I are the I What are the inputs? I
INQUIRY =
Weloometo the Post
(fice Horizon nqury
website
Understanding past and
current issues by:
+ Reviewing ClJ findings
+ Responding to external
reviews e.g Deloitte
+ Listening to Human Impact
sessions and further
phases of Inquiry
+ Internal audit reports
+ Assurance and policy
reviews
+ Obtaining ongoing
Postmaster feedback right
now, from NFSP, via our
forums and focus groups
Responding to current issues &
concerns
Where are we now?
@® e
All inputs grouped into 9 key themes, providing structure to
future action and responses
* Central logging of all issues/criticism/suggested
improvements (over 500 individual logs so far)
Deep Dives on all 9 themes
Review of progress of each theme underway by IDG
Assurance Reviews undertaken on theme progress
Review of all underlying policies and controls
Continuous Improvement in partnership with Postmasters
Driving Operational & Cultural
Change
What’s next?
Complete Story Board for each theme in readiness for IDG
review. Branch Assurance, Suspensions, Terminations, Culture,
Onboarding, Training, Shortfalls, Transaction Disputes and Loss
Recovery already completed
‘Action plane produced delsiling Turiher improverents required,
with accountable owners and timescales for delivery
These will consolidate all feedback received including
assurance and policy reviews.
Evolving documents with actions being added in response to
ongoing feedback
Ongoing review of witness testimonies in phase 4 of Inquiry
onwards and any other relevant materials e.g. KPMG report from
2020
Review and refresh of suite of 12 postmaster poli
risks and controls framework, ready for sign off by RCC and
ARC next year.
s, including
Implementing a refreshed postmaster engagement framework
including an Advisory Council and increased F2F approaches
I Review Retail Performance Dashboard to ensure we are
capturing the right metrics and can measure our deliverables.
Regular reviews by GE & Board
POL00447956
POL00447956
I Final position I al I Final position I jon
A story board
for each of our
key themes,
one that
evolves,
demonstrating
our continual
improvement
mindset
Working
closely with
Inquiry team to
ensure
readiness for
phases 6 &7
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POL00447956
Security — our core values
Post Office is committed to safeguarding and protecting its
Postmasters, colleagues and customers by minimising the risks of
criminal activities targeting Post Office Limited. The approach adopted
is based on a risk-oriented, commercially focused strategy that actively
embraces innovation and welcomes change.
e Work in partnership with the Postmaster to improve both personal
and branch security, providing the right equipment and empowering
them to make informed decisions on security
e Engage and listen to the Postmaster, working together to resolve
issues, or address physical security concerns, to reduce risks and
ensure the safety of our people
e Be there for the Postmaster with timely and practicable support
after criminal incidents. The Postmaster will always be treated with
compassion and understanding, and with support tailored to meet
their individual needs
e Wewill offer simple processes and a single point of contact after
incidents to make a traumatic time as least stressful as possible
POL00447956
POL00447956
Introduction
Issue summary
+ NRF Report
Schedule 5 Settlement Agreement
Issues
+ Witness Testimonies
on the ‘investigations’ that were carried out by the then Security + Hamilton Judgment
I No specific issues on Security - however: criticisms were based
and Investigations Team.
+ Common Issues Judgment
+ POL failed to conduct fair investigations
+ Behaviours of POLs Investigators + Compliance Team Policy Assurance
Review
+ Compliance Team ClJ Assurance Review
Themes/quotes from Witness Testimonies (Phase 1- Human Impact)
+ Told to plead guilty and pay money back
+ Told interview is taped but not to say anything
+ Issue of prosecutions due to Horizon losses never raised at Senior
Management/board level.
POL00447956
POL00447956
POL Security are no longer involved in any form of Postmaster
discrepancy investigation.
+ NRF Report
+ Schedule 5 Settlement Agreement (SA)
+ Witness testimonies
+ Hamilton Judgment
* GLO Judgment
+ Compliance Team Policy Assurance
Review
+ Compliance Team ClJ Assurance Review
Issue:
+ POL failed to conduct fair investigations
+ Behaviours of POLs Investigators
POL’s commitment to the SA:
+ Establish a Retail Crime Support Team
to provide increased support to SPMs to
promote security compliance and reduce
retail crime risks.
Themes/quotes from Witness Testimonies
(Phase 1):
+ told to plead guilty and pay money back
+ Told interview is taped but not to say
anything
+ Issue of prosecutions due to Horizon losses
never raised at Senior Management/board
level,
Improvements Implemented to Date
POL Security are no longer involved in any form of investigations.
In 201:
+ POL Security Team were established to support Postmasters by minimising the
risks of crime.
= To support Postmasters’, investigate discrepancies a new business function was
established Loss Prevention now known as Central Operations)
Current Structure:
+ Supply Chain Director has responsibility of POL Security alongside POL
Property, POL Fleet and Network Cash and Stock Distribution.
+ Central Operations Director has responsibility for Team who support
Postmasters with discrepancies and include Network Support and Resolution,
Business Support Centre and Branch Reconciliation Team.
+ Supply Chain Director and Central Operations Director sit within the Retail
Function.
POL Security are no longer involved in any form of investigations.
In 2022:
+ POL set up a new team to undertake any investigations, Central Investigations
Team (CIU) which is completely separate to the Security Team.
+ Head of Assurance & Complex Investigations has responsibility for this team
which sits within the Legal Function
Gaps & Improvement Opportunities
Imp Opp:
+ Consideration to rebrand the team’s name to
better reflect teams' responsibilities.
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POL Security Team focus is now on supporting retail crime prevention. (1)
Tee ENON aaibnebaiamanl
+ NRF Report
+ Schedule 5 Settlement Agreement (SA)
+ Witness testimonies
+ Hamilton Judgment
+ GLO Judgment
+ Compliance Team Policy Assurance
Review
+ Compliance Team ClJ Assurance Review
Issue:
* POL failed to conduct fair investigations
+ Behaviours of POLs Investigators
POL's commitment to the SA:
+ Establish a Retail Crime Support Team to
provide increased support to SPMs to
promote security compliance and reduce
retail crime risks.
Themes/quotes from Witness Testimonies
(Phase 4):
+ told to plead guilty and pay money back
* Told interview is taped but not to say
anything
+ Issue of prosecutions due to Horizon losses
never raised at Senior Management/board
level,
Organisational restructures have been implemented to support Postmasters.
Security no longer involved in any form of investigation, and a more focused,
proactive support role.
From 2019
+ Fraud strand within the Security and Investigations Team disbanded.
+ The remit of the Security team was completely refocused on physical external crime: crime
prevention, post incident support, security compliance and security intelligence.
Current
+ POL Security- a team of 16 with focus on crime prevention, post incident support, security
compliance and security intelligence.
+= Resource is reviewed annually v crime activity to ensure national coverage.
New/Refocused Roles have been introduced:
Security Intel Team
From 2015
* Security Intel Team in place with focus on external risk and crime only, for example robbery
and burglary
+ Merged with Security Admin Team
+ Consolidated all incident calls into a 24/7/365 security helpdesk (Grapevine)
+ Introduced a new Risk Model to help priorities focus security, built by the Jill Dando
Institute/UCL
From 2019 to current
+ Refocus Security Intel Team, additional roles including security engagement and second triage
point enhancing end-to-end incident process
+ Creating one Team managing all aspects of external criminality against Postmasters and their
branches.
* Conduit into the Security Team from internal and external teams
+ Manage the risk register for the Post Office Network
+ Improved collaboration with Postmasters, POL Teams and external agencies.
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POL Security Team focus is now on supporting retail crime prevention. (2)
Gaps & Improvement Opportunities
+ NRF Report
+ Schedule 5 Settlement Agreement (SA)
+ Witness testimonies
+ Hamilton Judgment
+ GLO Judgment
+ Compliance Team Policy Assurance
Review
+ Compliance Team ClJ Assurance Review
Issue:
* POL failed to conduct fair investigations
+ Behaviours of POLs Investigators
POL's commitment to the SA:
+ Establish a Retail Crime Support Team to
provide increased support to SPMs to
promote security compliance and reduce.
retail crime risks.
Themes/quotes from Witness Testimonies
(Phase 1):
+ told to plead guilty and pay money back
+ Told interview is taped but not to say
anything
* Issue of prosecutions due to Horizon losses
never raised at Senior Management/board
level.
New Engagement Manager Role
Security campaigns are planned and clearly road mapped.
Crime Reports produced.
Bimonthly newsletters to Postmasters
Targeted approach available to be proactive and reactive to
security intel and Postmaster concerns
+ Purposeful and regular security communications, with timely and
clear information to improve security measures, allowing
Postmasters to effectively respond to potential threats
POL Security consistently strives to enhance the skills
and knowledge of its members, empowering them to
provide optimal support to Postmasters.
+ Promote development to equip team to better support
Postmasters.
Regular Team meetings
Kings (security Specialist) host Team meetings periodically.
+ Changes to procedures and equipment changes are initially
tested with Postmaster, then communicated.
+ Shadowing to support multi-skilling
Imp Opp:
Review training requirement for team, explore Leading to Serve for
Security Managers.
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POL Security have Policies, Standards and Process Controls
+ NRF Report
+ Schedule 5 Settlement Agreement (SA)
+ Witness testimonies
+ Hamilton Judgment
+ GLO Judgment
+ Compliance Team Policy Assurance
Review
+ Compliance Team ClJ Assurance Review
Issue:
+ POL failed to conduct fair investigations
+ Behaviours of POLs Investigators
POL’s commitment to the SA:
+ Establish a Retail Crime Support Team to
provide increased support to SPMs to
promote security compliance and reduce
retail crime risks.
Themes/quotes from Witness Testimonies
(Phase 1):
+ told to plead guilty and pay money back
+ Told interview is taped but not to say
anything
* Issue of prosecutions due to Horizon losses
never raised at Senior Management/board
level.
Improvements implemented to date
Security Policies and Standards
+ All Security Policies are reviewed annually with approval from
ARC and RCC
+ All Security Policies are available on Security Team Policy and
Standards SharePoint site
+ All Security Standards materials and Knowledge articles are
stored within a SharePoint site for Postmaster facing teams to
access.
Security Team Sharepoint site is easy to access and navigate
Number of self-help equipment videos added to Branch Hub
Introduction of security awareness videos
Process and Controls
* Process Maps have been introduced to support all Security
Policies
+ Process Controls have been introduced to support effective
deployment of Security Processes.
* Process maps are reviewed annually,
+ Process Controls are attested periodically and recoded via
‘Snow platform
Gaps & Improvement Opportunities
Imp Opp
+ Review and update comms to field-based / Postmaster facing
teams to highlight how they can reach out to the Security Team
if they have concerns
+ Planned for 2024/25, full overhaul of equipment training
material, ensuring it is hosted in most appropriate location
Gap:
+ Resource and Visio licences may impact on maintaining and
updating Process Maps _ potential business wide gap and not
only specific to Security)
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POL Security provide ‘post incident support’ to Postmasters
NRF Report
Schedule 5 Settlement Agreement (SA)
Witness testimonies
Hamilton Judgment
GLO Judgment
Compliance Team Policy Assurance
Review
+ Compliance Team ClJ Assurance Review
Issue:
* POL failed to conduct fair investigations
+ Behaviours of POLs Investigators
POL’s commitment to the SA:
+ Establish a Retail Crime Support Team to
provide increased support to SPMs to
promote security compliance and reduce
retail crime risks.
Themes/quotes from Witness Testimonies
(Phase 1):
* told to plead guilty and pay money back
* Told interview is taped but not to say
anything
+ Issue of prosecutions due to Horizon losses
never raised at Senior Management/board
level.
Improvements implemented to date
Robbery and Burglary (including ATM and CVIT) Post incident
Support Process
New Security Incident Role introduced whic!
Single point of contact available to Postmasters
Security Team on call 24/7/365
Greater support provided Postmaster following robbery and burglary
incidents
All incidents are followed up by Security Managers
Improved collaboration across POL Teams (Security and Area
Managers) with co-ordinated visits arranged
Grapevine available 24/7
is deployed by a
Security Advisor.
Conduit to facilitate support to Postmasters following an incident.
One point of contact for Postmaster to contact following an ‘incident’.
Quality Assurance completed on calls with Postmasters.
Removed duplication and cross over, simplifying the process
Gaps & Improvement Opportunities
Gap
+ Introduce Quality Assurance and Route cause analysis
of incident - Post Incident Support
+ Postmaster and Security team uncertainty on who is
accountable/liable for losses as a result of Incidents
Imp Opp:
+ Request feedback from Postmaster following Post
Incident Support
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POL Security proactively support Postmasters in the prevention of retail
crime (1)
Sources
+ NRF Report
+ Schedule 5 Settlement Agreement (SA)
+ Witness testimonies
+ Hamilton Judgment
+ GLO Judgment
+ Compliance Team Policy Assurance
Review
+ Compliance Team ClJ Assurance Review
Issue:
+ POL failed to conduct fair investigations
+ Behaviours of POLs Investigators
POL’s commitment to the SA:
+ Establish a Retail Crime Support Team to
provide increased support to SPMs to
promote security compliance and reduce
retail crime risks.
Themes/quotes from Witness Testimonies
(Phase 1):
+ told to plead guilty and pay money back
+ Told interview is taped but not to say
anything
+ Issue of prosecutions due to Horizon losses
never raised at Senior Management/board
level.
Improvements implemented to date
Security Manual
+ Revised: updated for tone, language and content and
simplified to 30- page A5 booklet
+ Digitised and available via Branch Hub
Also ~ As part of Operations Manual Review- exploring
further improvement opportunities- WIP
Comprehensive range of training resources
available.
* Suite of self- help training materials available on
Branch Hub
+ Integrating business wide security standards
+ Support and guidance documents available
+ Security Awareness materials
+ Images of equipment and easy to follow user guide
Security Health check visits
+ Support visits to branches to provide support, advice
and guidance to Postmasters, and test security
compliance
+ Majority of visits are pre-arranged visits with the
Postmaster
+ Unannounced visits are made as required
Gaps & Improvement Opportunities
Hits
Feedback
Assessment / effectiveness
Gaps:
+ Review data obtained from Health Check visits and review what
information and which stakeholders this should be shared with to
include low engaged branches
10
POL00447956
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POL Security proactively support Postmasters in the prevention of retail
crime (2)
Sources
NRF Report
Schedule 5 Settlement Agreement (SA)
Witness testimonies
Hamilton Judgment
GLO Judgment
Compliance Team Policy Assurance
Review
+ Compliance Team ClJ Assurance Review
Issue:
+ POL failed to conduct fair investigations
+ Behaviours of POLs Investigators
POL’s commitment to the SA:
+ Establish a Retail Crime Support Team to
provide increased support to SPMs to
promote security compliance and reduce.
retail crime risks.
Themes/quotes from Witness Testimonies
(Phase 1):
+ told to plead guilty and pay money back
+ Told interview is taped but not to say
anything
+ Issue of prosecutions due to Horizon losses
never raised at Senior Management/board
level.
Improvements lemented to date Check??
Supporting New Postmasters
+ All new Postmasters are offered a visit after 3 months in post.
+ Visit is like a Health Check Visit
+ Support, advice and guidance offered to new Postmaster
Review and Improvements to Grapevine
+ Tactical calls introduced to identify emerging trends across the
industry as well as within POL
* Quality Assurance completed across grapevine calls
* Changed to low call rate v 0845
+ SLAs introduced
Supporting Postmaster deal with Inappropriate
behaviour
+ Grapevine calls logged as abuse or aggressive flags additional
support.
+ Security Manager contacts branch and offers support and
guidance.
+ With Health and Safety team, we've introduced a "low-level"
abuse reporting tool on Branch Hub.
Gaps & Improvement Opportunities
Imp Opp:
+ Formalise the trigger to Security from Onboarding/Training
of New Postmaster in post (0-6-month Support
Framework)
+ No gaps/improvements
11
POL00447956
POL00447956
POL Security proactively support Postmasters in the prevention of retail
crime (3)
+ NRF Report
+ Schedule 5 Settlement Agreement (SA)
+ Witness testimonies
+ Hamilton Judgment
+ GLO Judgment
+ Compliance Team Policy Assurance
Review
+ Compliance Team ClJ Assurance Review
Issue:
+ POL failed to conduct fair investigations
+ Behaviours of POLs Investigators
POL’s commitment to the SA:
+ Establish a Retail Crime Support Team to
provide increased support to SPMs to
promote security compliance and reduce
retail crime risks.
Themes/quotes from Witness Testimonies
(Phase 1):
+ told to plead guilty and pay money back
* Told interview is taped but not to say
anything
+ Issue of prosecutions due to Horizon losses
never raised at Senior Management/board
level.
Improvements implemented to date
Security Campaigns
+ Darker Nights- Delivered almost 90 engagement
events during peak risk period
+ Initial Security Awareness Video-created video that
included NFSP, Postmaster , Police and National
Business Crime Centre NBCC) lead and various
security members to provide key security support and
guidance to Postmasters.
+ Further 3 security awareness videos have been
introduced, focusing on security equipment, sleight of
hand (which impacts the Postmaster) and the benefit
of hindsight focusing on what the criminal sees and
how they focus on branch.
Equipment order Process
+ Easier for Postmasters to request Security
Equipment
+ Security Manger now have autonomy to order
required equipment.
+ Escalation process in place
Gaps & Improvement Opportunities
Imp Opp:
Review number of views of security videos
GAP:
+ Introduce checks after equipment is provided to ensure pm and
their team understand and are using it effectively?
Imp Opp:
+ Expand range of videos on how to work security equipment already
on Branch Hub,
+ Test quality of instructions provided by suppliers and material left
with the branch to support use of security equipment
+ Store copies of ‘User Instructions’ for security equipment on Branch
Hub
12
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POL Security collaborate with Postmasters, POL Teams and External
Agencies (1)
+ NRF Report
+ Schedule 5 Settlement Agreement (SA)
Witness testimonies
Hamilton Judgment
GLO Judgment
Compliance Team Policy Assurance
Review
+ Compliance Team ClJ Assurance Review
Issue:
+ POL failed to conduct fair investigations
+ Behaviours of POLs Investigators
POL’s commitment to the SA:
+ Establish a Retail Crime Support Team to.
provide increased support to SPMs to
promote security compliance and reduce
retail crime risks.
Themes/quotes from Witness Testimonies
(Phase 1):
+ told to plead guilty and pay money back
+ Told interview is taped but not to say
anything
+ Issue of prosecutions due to Horizon losses
never raised at Senior Management/board
level.
Improvements implemented to date
Collaborate with Postmasters:
+ POL Security has established a Branch Security User Forum, (previously known
as Buddy Group)
+ Group of Postmasters from around 50 branches provide input into new security
equipment
Cross functional working with POL teams
Postmaster Onboarding Training Team:
Quarterly call with training team
+ Need for embedding good security practice from the outset
+ Share good practice, challenges and provide feedback
Annual review of new Postmaster Security Training content
+ Revise and refresh the security content within training sessions, ensuring its
relevance and up-to-date accuracy
Regular meetings with other retail teams
+ Area Managers Meetings
+ Regional Managers Meetings
+ Strategic Partners
+ Retail Committee
Gaps & Improvement Opportunities
GAP
+ Create a centralised log for all Branch
Security User Forum data
Imp Opp:
+ Regular engagement continues, a current
objective commenced 23/24 where Security
Managers were invited to the regular Area
Managers monthly meetings where they can.
better engage and build relationships
+ Security Training materials to be included in
Postmaster Training Catalogue
13
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POL Security collaborate with Postmasters, POL Teams and External
Agencies (2)
J Sources! ii Munnie Mine Improvements implemented to date Gaps & Improvement Opportunities
Collaborate with NFSP:
+ NRF Report
+ Schedule 5 Settlement Agreement (SA) + POL Security attend NFSP Conference
+ Witness testimonies + Monthly meeting to discuss risk reducing information and upcoming
+ Hamilton Judgment security awareness campaigns to be shared with their members.
* GLO Judgment + Single point of contact within NFSP to escalate Postmaster issues
. compliance Team Policy Assurance to security to effect swift resolution
+ Compliance Team ClJ Assurance Review
Issue:
+ POL failed to conduct fair investigations
+ Behaviours of POLs Investigators 5 : ;
eae one Collaborate with external crime agencies
POL’s commitment to the SA: Law enforcement and industry partners, directing tactical
+ Establish a Retail Crime Support Team to analysis, including Safercash & ORIS.
provide increased support to SPMs to
promote security compliance and reduce * Increasing knowledge and awareness
retail crime risks. * Share best practice
+ Network of agencies
+ Industry partners
Themes/quotes from Witness Testimonies
(Phase 1): Ahead of Game:
* told to plead guilty and pay money back * Fogging in branches
+ Told interview is taped but not to say + 3G IP cameras in branches providing robbery support
anything
+ Issue of prosecutions due to Horizon losses
never raised at Senior Management/board
level,
14
POL Security progress (1)
Focus area
POL Security are
no longer
involved in any
form of
Postmaster
discrepancy
investigation.
POL Security
Team focus is
now on
supporting retail
crime prevention.
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@ Complete
© On Track
@ Attention
ec eee Te eg
POL Security Core Values:
POL Security Team were established to support Postmasters with compliance and reduce crime risk. Russell Complete
Opportunity to rebrand Team Name will be explored — date tbc Hancock 7
POL Security do not investigate, or support Postmasters investigate discrepancies:
Teams within Central Operations: Network Support and Resolution Team, Business Support Centre and Mel Park Complete
Branch Reconciliation Team, investigate and support Postmasters investigate discrepancies. Oo
POL set up a new team to undertake any complex discrepancy investigations
POL Central Investigations Team (CIU) which is completely separate to the Security Team and sits within the John Bartlett Complete
Legal Function has been establish and led by Head of Assurance & Complex Investigations.
Organisation restructures implemented to support the focus of POL Security:
No longer any element of previous Fraud Strand — focus is on crime prevention, post incident support, Russell Complete
security compliance and security intelligence. Hancock
The Security Intel Team-
Complete refocus of this team, merged with Security Admin — new roles introduced: Security Engagement Russell Complete
and second triage point enhancing end-to-end incident process. Hancock (7)
Manage the risk register for POL and introduced a new Risk Model to help priorities focus security
Security Engagement Manager
Conduit into the Security Team from and to internal and external teams to improved collaboration with Russell Complete
Postmasters, POL Teams and external agencies. Hancock 7]
Roadmap Security Campaigns and communications to Postmasters and POL Colleagues
Post Incident Role
One point of contact for Postmaster who facilitates support to Postmaster — including coordinated visit by Russell Complete
Area Manager and Security Manager Hancock
Consolidates all incident calls into a 24/7/365 security helpdesk (Grapevine) . on
Team Development Russell
POL Security progress (2)
Focus area
POL Security
Policies,
Processes,
Standards and
Process Controls
POL Security
provide ‘post
incident support’
to Postmasters
Initiative
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@ Complete
® On Track
@® Attention
2 Russell Complete
Suite of Policies which are reviewed annually and approved by ARC and RCC. Hancock
POL Security Processes Russell
Suite of process maps to support the Policies , which are reviewed annually. Hancock Complete a
POL Security Process Controls Russell
Controls in place to support process, which are attested monthly Hancock Complete
POL Security Standards: C 1)
Postmasters: Number of self-help equipment videos and security awareness videos added to Branch Hub Russell
Postmaster facing roles: All Security Standards materials and Knowledge articles are stored within an easy Hancock 30/04/2024
to access and navigate SharePoint site.
Robbery and Burglary (including ATM and CVIT) Post incident Support Process
Greater support provided Postmaster following robbery and burglary incidents ©)
+ Single point of contact available to Postmasters Russell 30/04/2024
+ Grapevine available 24/7 Hancock
+ Security Team on call 24/7/365
+ Allincidents are followed up by Security Managers
* Improved collaboration across POL Teams (Security and Area Managers) with co-ordinated visits arranged
New Security Incident Role introduced which is deployed by a Security Advisor. )
+ Conduit to facilitate support to Postmasters following an incident. Russell 30/04/2024
+ One point of contact for Postmaster to contact following an ‘incident’. Hancock
+ Quality Assurance completed on calls with Postmasters
POL Security progress (3)
Focus area
POL Security
have introduced
many initiatives
to proactively
support
Postmasters in
the prevention of
retail
Initiative
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@ Complete
® On Track
@® Attention
Statu
(
Security Manual: Updated for content, language and tone and simplified to condensed AS version Russell
Digitised and available via Branch Hub Hancock Complete
Training resources- Suite of self- help training materials and videos available on Branch Hub- including Russell ©)
images of equipment and easy to follow user guide Hancock 31/03/2024
Security Health Check Visits -Support visits to branches to test security compliance and provide advice and _ Russell \
guidance to Postmasters. Hancock 30/04/2024
Majority of visits are pre-arranged visits with the Postmaster, unannounced visits are made as required (a)
Supporting New Postmasters - All new Postmasters are offered a visit after 3 months in post- which is like Russell
a Health Check Visit-Support, advice and guidance offered to new Postmaster. Hancock 30/04/2024
This will be included in 0-6 month Support Framework ( D)
Improvements to Grapevine - Tactical calls introduced to identify emerging trends, Quality Assurance Russell
completed across grapevine calls and SLAs introduced and changed to low call rate v 0845 premier rate Hancock Complete \
Supporting Postmaster deal with Inappropriate behaviour - Grapevine calls logged as abuse or Russell
aggressive with flags additional support. Security Manager contacts branch and offers support and guidance. Hancock Complete
New "low-level" abuse reporting tool on Branch Hub.
Security Campaigns
Darker Nights- supporting Postmasters in advance and during peak risk periods with engagement events/ Russell 30/04/2024
reinforced comms/ and focus during Perfect Days. Hancock
Security Awareness Videos- created involving Postmasters, NFSP, Police and National Business Crime
Centre NBCC)- latest topics added to suite of videos are security equipment, sleight of hand and what the
criminal sees. c
Equipment order Process — Reviewed to make it easier for Postmasters to request Security Equipment Russell
Hancock 30/04/2024 4
Security Manger now have autonomy to order required equipment with clear escalation process in place
POL Security progress (4)
Focus area
POL Security
collaborate with
Postmasters,
POL Teams and
External
Agencies
Initiative
POL00447956
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@ Complete
® On Track
@® Attention
ge
Postmasters
POL Security has established a Branch Security User Forum, (previously known as Buddy Group), which Russell 30/04/2024
includes c50 Postmasters nationally who provide input into new security equipment Hancock
Cross Functional working
Postmaster Training Team: ©
Annual review of new Postmaster Security Training content, content refreshed, ensuring its relevance and up-
to-date accuracy Russell 30/04/2024
Quarterly call with training team to review training materials to understand issues/improvement opportunities/_ I Hancock
provide feedback, to ensure good security practice embedded at the outset of Postmaster journey.
Postmaster Facing Teams
Attendance at Regional Manager, Area Manager and Strategic Partners meetings, with insights shared at
Retail Committee.
NFSP ©)
Attendance at annual NFSP Conference and monthly meeting to discuss risk reducing information and Russell 30/04/2024
upcoming security awareness campaigns to be shared with their members. Hancock
Single point of contact within NFSP to escalate Postmaster issues to security to effect swift resolution
Others - Collaborate with external crime agencies
Law enforcement group and industry partners, directing tactical analysis, including Safercash & ORIS. (7)
Increasing knowledge and awareness and share best practice. Russell Complete
Hancock
Best practice is two way with POL ahead of game with ‘Fogging’ in branches and use of 3G IP cameras in
branches providing robbery support
1€
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Appendices
1 GLO Settlement Agreement Schedule 5 US eoucuen Garceeu
Schedule 5.docx
2 List of ClJ Criticisms NA
& Security Action Plan
4 Retail Team Deep Dive_ Security Se OE See Bee
January 2024 v1.0.docx
19
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CONFIDENTIAL AND RCIALLY SENSITIVE - FOR