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Replacing the term ‘Settle Centrally’
Business Change Update
Drafted by Vanessa Okafor
12/05/2021
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Business Change Overview
1 ) Impact Assessment 2 y) Communication
v Team Impact Assessment v¥ Comms Approach Agreed
v Platforms Impact Assessment ¥ Comms design and Sign-off
v Identification on impacted artefacts v Pre Go Live Comms
v Agree new button name and ‘wordings’ for change * Post Go Live Comms (13/05)
Y Training Needs Analysis Knowledge-based Articles (13/05)
v Training Approach Agreement * Knowledge Centre materials (13/05)
v Team Awareness Design and sign-off * Horizon Online Help (13/05)
v Pre Go-Live Awareness Rollout * Branch Hub (13/05)
v Post Go- Live Awareness Rollout (13/05)
5 )Business Readiness Assessment (BRA)
v Issue BRA pack
* Gating Forum (12/05)
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Agreed Communication Channels and Team Awareness
Guidance provided to Postmasters pre and post launch to explain what the new term means and any changes to the processes
Team Awareness sent out to all imp:
NESP (6% May)
BUF Engagement (6 May;
acted Post Office teams.
Post Launch
Comms
Branch Focus (6th May) LJ
Link to article
Branch Focus (13th May)®
WhatsApp message via 94 Area q
Manager managed platforms (w/c
10' May)
WhatsApp message via 94 Area @
Manager managed platforms (w/c
10* May)
Facebook page message via Area @
Managers (w/c 10" May)
Facebook page message via Area @
Managers (w/c 10' May)
Rollout Team Awareness via Team @
Leads (10 May)
Rollout Team Awareness via Team @
Leads (10'" May)
Telephone Support
via BSc and PAST t
(From 13" May)
Postmaster Email (Amanda’s Email)®
(13 or 14** May)
Branches
Well informed branches pre
and post launch
Post launch support
Scheduled
@ In progress
@ complete
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Appendix
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Change
SHORT TERM: We are replacing the term Settle Centrally and changing the definition for the new term
(Reviewed by Legal and Comms)
[ NOW 12M
Make good - cash Make good - cash
Make good - cheque Make good - cheque
Settle Centrally Review or Dispute
Current ‘Settle Centrally’ definition will be replaced with a
new definition for ‘Review or Dispute’.
After choosing Review or Dispute, the discrepancy amount
moves into a centralised holding account at the end of the
trading period, awaiting payment to Post Office, Transaction
Correction, dispute or further investigation.
New Term
If you choose Revi Please call the Branch
Settle Centrally will change to > Support Centre on: to let us know what you
4 .. would like to do with the amount moved, as they will be
Review or Dispute A i ; id
able to provide support and assistance. If you forget to call
us or are too busy, don’t worry as we will contact you.
No change to process: Branches that use ‘Review or Wordings pulled together by Investigation Team workstream
Dispute’ will continue to be supported by BSC and (This is now undergoing Comms approval
the Postmaster Account Support Team (PAST)
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Review of Impacted Artefacts
Post Office Teams were engaged and Platforms were reviewed to assess artefacts/materials impacted by change
Pre-Onboarding
Area Walk for prospective
locations/retailers
Visit to prospective
branch
On-boarding
Bradbury
Apply
Financial
Assessment
‘Agree production
Build
Key
. . .
fngged Engaged, Ennead, facts
‘dno pact ime wbtated
moat assenment—eried and
slsmes
Physical
Branch Change
Open
Refurb
Close
Postmaster Life Cycle
Franchise Partnering
Regional Manager
‘Area Managers (Commercial,
Conformance and Customer)
‘Customer Experience (metrics)
Management Information
(Reporting — Data Centre
Excellence)
Partner Engagement (Strategic
Partners)
Local Stakeholder
Mgmt
Community Management
Contract Advise
6
Service and Support &
Postmaster
Effectiveness
Supply Chain
ou 6-04 Dare
Mulen/ Wendy Cating bi
Discrepancy and
Counterfeit Note Process
(Sterling -Branch, ATM,
Coin and Bureau)
‘Systems Support
Cash Provision (Sterling and
Bureau)
Inventory Management
Branch Operations
Engagement (BOET)
Stock Provision
Security, Risk
Controls
‘Mark Raymond, Mark
Security Operations
Regulatory compliance
Fraud detection and
prevention
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Off-boarding
Transfer Support
Notice to Leave
Withdrawal
Agreement
Exit Survey
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Findings and Outcome
Platforms were assessed and artefacts/materials were reviewed for impact
Outcome
HOH
Eight areas were identified as
impacted, where the term, ‘Settle
Centrally’ was mentioned.
Branch Hub
The Branch Support Guide within
Branch Hub makes reference to
Settle Centrally.
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Knowledge Centre
Nine unique documents were
identified as impacted including
materials for Classroom Training,
Onsite Training and Operational
Training documents.
Knowledge Articles
There aren’t many articles that
refer to settle centrally — in fact
there are only 4 that are active — 2
have been archived.
Two areas were updated with £150
Limit Removal Change where the
full sentence that mention the limit
were removed.
Six areas have been scheduled in
for change (includes change of
term and change of description).
To be updated by 13‘ May
This has now been scheduled in
for change. Change includes.
change of term and change of
description.
To be updated 13 May
Full list of impacted materials and
scheduled change is available in
Appendix (Materials Changed).
Impacted Knowledge Articles
scheduled to be updated 13¢
May.
*Details of updated made are in Appendix
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Platform Changes: HOH
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Horizon Online Help (HOH) - Areas that make reference to
‘Settle Centrally’
Pa
File name [Text extract e ILink Status
Oe 47fatt s://poluk.sharepoint.com/sites/POA003/HNGonline/HNG%2
id.htm Settle Centrally # (online/HNG_help/other/btsb/btsb02_03d.aspx Scheduled
...branch has a loss or a gain and you
lbtsb\btsb02_03 Ichoose to Settle Centrally it means you 17Ihttps://poluk.sharepoint.com/sites/POA003/HNGonline/HNG%2
2 ee laccept the loss or gain (unless you... (online/HNG_help/other/btsb/btsb02_03d.aspx Scheduled
This will allow you to use the 'Settle
lbtsb\btsb02_19 ICentrally' option and continue the branch I78Ihttps://poluk.sharepoint.com/sites/POA003/HNGonline/HNG%2
Obi rollover process... (online/HNG_help/other/btsb/btsb02_19a.aspx Scheduled
...if a Transaction Correction is not issued,
lbtsb\btsb02_19 Ithe ‘Settle Centrally’ option will be '78Ihttps://poluk.sharepoint.com/sites/POA003/HNGonline/HNG%2
Obi lactivated and funds recovered... (online/HNG_help/other/btsb/btsb02_19a.aspx Scheduled
pI. te:The- ‘Settle Centrally_optioné e450 Linait
btsb\btsbO2_19 lent available iath: idiserepancies I78Ihttps://poluk.sharepeint.com/sites/POAQO3/HNGenline/HNG%2 Ichange:
aoe £150 Dortine/HNG—help/other/btsb/btsbO2 19a-aspx
lbtsb\btsb02_19 gz inte 1s://poluk.sharepoint.com/sites/POA003/HNGonline/HNG%2
b3.htm Settle Centrally (online/HNG help/other/btsb/btsb02_19b3.aspx
IPI, te-Th, ‘Settle Cent Hay pt
orn iHLoalyb: iableifthediscrepaneyis Ig2lhttes://poluksharepeint.com/sites/ROA003/HNGonline/HNG%2
lp3-hena 450 or over Beonline/HNG hels/other/btsb/btsbO2 1963 asp
...are happy to resolve the discrepancy 13
Oporrsre ourself or settle centrally while a more in- 3 lhttps://poluk.sharepoint.com/sites/POA003/HNGonline/HNG%2 [Scheduled
Im depth investigation takes place. (online/HNG_help/other/btsb/btsb11a.aspx
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HOH
Branch Trading: balancing and despatch of documents - Balancing a stock uni
112) >rocessing any outstanding Transaction Corrections - (Page 5 of 9) btsb02_03d v1.0
Accept Now (All branches except National Multiples)
‘When this option is selected, it leads to further settlement options available to your branch. These vary according to your branch type and are
‘shown in the table below:
Option ‘Type of branch(es) applicable Reason for selection New Definition:
‘Make Good - All branches except National Multiples. Use this option if you are using cash to account for a Transaction Correction. or if the ir i i i
cra insirucSons accompenying the-Tansscllon Correction adiviae yau fo sccep! thia option. After choosing Review or Dispute, the discrepancy amount
Please remember: You may need to physically add or remove the cash from your moves into a centralised holding account at the end of the
stock, or redeem from Rem Suspense to reflect this change, otherwise the ‘ A ii ‘
discrepancy will remain in your accounts. trading period, awaiting payment to Post Office, Transaction
‘Make Good - All branches except Crown branches and Use this option if you are using a cheque to account for a Transaction Correction. Correction, dispute or further investigation.
‘Cheque PO Locals (though the optionmay be Please remember: The cheque must be despatched in your next daily despatch.
shown) & National Multiples
Settle All branches except Crown Offices and I If your branch has a loss or a gain and you choose to Settle Centrally it means you If you choose Review or te please call the Branch
Centrally # — National Multiples accept the loss or gain (unless you follow the dispute process). Horizon recognises Support Centre on GRO ito let us know what you
La ea pc pho latmarapebaccer anno would like to do with the amount moved, as they will be
will start the debt recovery process to recover the outstanding amounts. able to provide support and assistance. If you forget to call
us or are too busy, don’t worry as we will contact you.
New Term:
Replace ‘Settle
Centrally’ with
‘Review or Dispute’
Topic Search
home
1
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HOH
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3) 4) Branch Trading: balancing and despatch of documents - Balancing a stock unit
Transferring and clearing Local Suspense - (Page 1 of 2) btsb02_19a v1.0
Individual and shared stock units
I When each stock unit is rolled over to the next Branch Trading Period the value of any unresolved discrepancy is transferred to Local ‘Suspense.
The last stock unit to balance must clear Local Suspense to a zero balance otherwise the Horizon Online™ system will not allow the balance and
rollover into the next Branch Trading Period to continue.
Please remember: You will also need to ensure that any inactive stock units and the ‘Out of Hours’ stock unit, i applicable, are also rolled over
before producing a Branch Trading Statement.
‘You must also ensure that one stock unit is left until last to rollover as transfer to Local Suspense may not take place if the last two or more stock
units are rolled over to the next Branch Trading Period at the same time.
If you can explain the reason for any part of the value that you are holding in your Local Suspense and you are expecting to receive a Transaction
Correction to correct it, you should notify the BSC, who will advise about any imminent decision to issue a Transaction Correction.
This will allow you to use the ‘Settle Centrally’ option and continue the branch rollover process without your remuneration being affected. However if
a Transaction Correction is not issued, the ‘Settle Centrally’ option will be activated and funds recovered from remuneration.
New Term:
Replace ‘Settle
Centrally’ with
‘Review or Dispute’
Topic Page Page Search
home up, Idown
y . T4 11
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and despatch of documents - Bal
is} ‘Settling Local Suspense (Page 1 of 1) btsb02_19b3 v1.0
Settling Local Suspense for the branch: option1('Cannot rollover’ screen)
Please note: You must have Manager/Supervisor access to carry out this function.
© Select ‘Settle Local Suspense’ on the ‘Cannot Rollover’ screen to display the variety of options for your type of branch. as follows:
Crown Offices Post Office insured All other branches
franchise branches
@ Make Good - Cash
@ Make Good - Cash @ Make Good - Cheque
© Write off to P&L en a oars (not for PO Local)
@ Settle Centrally
‘Select the option on the screen you want to select, or use Page Up or Page Down to select the required option New Term:
Press Enter to process the selected option, clear the Local Suspense total and rollover the stock unit. Replace ‘Settle
Select Confirm pen
@ Select Continue Centrally’ with
‘Review or Dispute’
Topic Page Page Search
up down
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rv 11
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HOH
Branch support guides
Branch Discrepancies and Transaction Correction:
(Page 2 of 3)
btsb11a v1.0
What if the reason for the discrepancy
can't be found?
They will:
Check several systems in detail to try and establish the reason for the discrepancy.
Aim to complete their investigation within two weeks.
Talk you through the results in detail
Arrange extra support and/or training for you, if required.
© Following this call your Case Handler will discuss whether you are happy to resolve
the discrepancy yourself or settle centrally while a more in-depth investigation takes
Place.
© Confirm that while the discrepancy is being investigated you won't be asked to repay
the amount.
If the reason for the discrepancy can't be
found when you first contact us, we will
escalate to a dedicated Branch Support Case
Handler who can investigate this.
If the Branch Support Case Handler cannot find the reason for the discrepancy, the Contract Investigation and Resolution Team (CIRT) will
investigate further.
What can I do if I would like an explanation to be reviewed?
If you have further questions about the discrepancy once an explanation has been given to you, please let your Branch Support Team contact
know. The CIRT will then review the explanation given.
Topic Page Page
home up I down
Search
< T1
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=m
Replace ‘settle centrally’ with:
place in centralised holding
account using the ‘Review or
Dispute’ option.
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Changes: Branch Hub
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Branch Hub
We are replacing ‘Settle Centrally’ with ‘Review or Dispute’ and redefining what this means to the postmaster to use that option.
Branch support guides
https://postoffic
now.com/bhid
IicleBsys_id=80bboa
aadb231ci0c350%e8
53961989
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CHANGE TO:
Review or Dispute (All branches except DMB’s and National
Multiples)
After choosing Review or Dispute, the discrepancy amount
moves into a centralised holding account at the end of the
trading period, awaiting payment to Post Office, Transaction
Correction, dispute or further investigation.
If you choose Review or Dispute please call the Branch
Support Centre of Ito let us know what you
would like to do with the amount moved, as they will be able
to provide support and assistance. If you forget to call us or
are too busy, don’t worry as we will contact you.
Settlement Options
W/O to P&L (Write Off to Profit and Loss) (DMB‘s only)
If the value of the TC is over the value that is expected to be settled
themselves, unless the correction states that the "Make Good’ option
should be selected.
‘Ass Nominee (Assign Nominee) (National Multiples only)
National multiple branches must use the ‘Assign to Nominee’ unless the
"Seek Evidence’ is selected.
Stock WO (Write Off) (All branches)
Non-accounting data corrections (if incorrect quantities of transactions
have been claimed, they can be adjusted).
Cancel (All branches)
If you have previously selected a Transaction Correction previously but
did not complete it.
Accept Now (All branches except National Multiples)
If this option is selected, further settlement options become available.
‘The options vary according to your branch type and are detailed below.
+ Make Good Cash (All branches except National Multiples)
If you are using cash to account for a Transaction Correction, or if the
instructions accompanying the Transaction Correction advise you
to use this option
Please note: You will need to physically add or remove the cash from
your stock unit, and possibly redeem the amount from the
suspense account (if it was used) otherwise the discrepancy
will remain in your accounts.
«Make Good
‘Cheque (All branches except DMB's (though the
option may be shown) & National Multiples)
If you are using a cheque to account for a Transaction Correction.
+ Settle Centrall
Multiples)
If your branch has a loss or a gain and you choose to Settle Centrally it
means you accept the loss or gain (unless you follow the dispute
(All branches except DMB’s and National
process). Horizon recognisesthat the cash discrepancy has not been
rectified, and transfers the loss or gain to your central account. The
Jaccount will be put into credit or the debt recovery process will start to
recover the outstandina amount.
+ Seek Evidence
Where evidence is required for the TC you may be asked to provide this
or it may be provided to you.
Unsuccessful processing of a Transaction Correction
‘The Horizon process includes a check to see
whether Transaction Corrections fall due to discrepancies between
the validation of the transaction at the counter and the values held
within the Transaction Correction message.
If this type of failure occurs, the system displays a failed
warning _message with an instruction to contact the BSC of
GRO _ {quoting the reference number given you by
Horizon."the Transaction Correction is removed from your ist of
outstanding Transaction Corrections.
Who aan I contact if I need help with understanding a
Transaction Correction?
Please call the number shown on the Transaction Correction notfication,
Disputing a Transaction Correction
Please call our Transaction Correction Disputes Team of GRO}
for contact them af ‘GRO They wi
‘Acknowledge your dispute in writing within three working days.
Discuss whether the Transaction Correction should be settled
Centrally or whether a compensating Transaction Correction should
be arranged. While the dispute is being investigated, you won't be
asked to repay the amount.
Fully investigate your case, contacting relevantteams and using
several systems.
‘Send you the results of the investigation with any evidence found to
‘support the findings within 10 working days
Arrange extra support and/or training for you, if required.
Change
eo
ee
oe
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Branch Hub
We are replacing ‘Settle Centrally’ with ‘Review or Dispute’ and redefining what this means to the postmaster to use that option.
Branch support guides
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e
or contact them fsa
ge y‘ Pp
+ Discuss whether the Transaction Correction should be settled centrally or whether a compensating Transaction
Correction should bearranged. While the dispute is being investigated, you won't be asked to repay the amount.
+ Fully investigate your case, contacting relevant teams and using several systems.
+ Send you the results of the investigation with any evidence found to support thefindings within 10 working days
+ Arrange extra support and/or training for you, if required.
Replace ‘settled centrally’ with:
‘placed in centralised holding
account using ‘Review or
Dispute option’
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Materials Changed
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Materials scheduled for change
Over 140 materials were reviewed and sorted into duplicates, withdrawn or impacted. 9 unique operational and Postmaster facing documents were
identified as impacted. Several parts of these documents were updated to reflect new term and description.
Document
Function (Area)
Paragraph
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S/N Title TNE Changed to... Referenced Change Owner Checked? Status
Section 9
Loss
Robbery and Network \Accounting [David Johnson/ Scheduled to)
1 (Burglary Monitoring and . Yes "
orkaid. — Support David Nolan \go live 13/05I
. i TThe cash figure can be settled —_[The cash figured can be settled using the ‘Review or Self-Funded
centrally if required. Dispute’ option if required. branches
This will create an increased
(Chapter02 [Network ariance in the Lottery Stock Unit [This will create an increased variance in the Lottery — I Ischeduled tol
2a IPerforming a IMonitoring and which is then Settled Centrally Stock Unit which is then Assigned to Nominee when David Nolan Yes 0 live 13/05I
branch audit. Support hen the branch completes their the branch completes their Branch Trading Statement ie
Branch Trading Statement 8.3.5
[Chapter 02 Network jall discrepancies should be Settled all discrepancies should be settled into centralised [David Johnson/ [Scheduled to
2b [Performing a [Monitoring and ‘ : ‘ 9.3 ' Yes .
branch audit. Support (Centrally using the Global ID holding account using the Global ID David Nolan igo live 13/05I
Transfer from
@ Retailer
(Chapter02 [Network [They will also be able tovadvise.on [They will be able to advise on the amounts previously Funded (Self- .
A laned jamounts previously settled f “ r * tea ,,,,,Funded) to {David Johnson/ Scheduled to}
2c [Performing a IMonitoring and %, placed in centralised holding account with the ‘Review! . Yes ‘"
centrally to the Postmaster’s . ene Post Office David Nolan \go live 13/05I
branch audit. Support Lecount lor Dispute' option. Funded
Branch (Page
132)
Network
Extra Audit int David Johnson/ Scheduled to]
ad Report Gumpert and Ref (3) Ref (3) [David Nolan ™ igo live 13/05}
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Materials scheduled for change
Demwinene ,, emenen Paragraph
Title (Area) making Changed to Rees
the change
Network
5 Audit Report Monitoring Ref (3) Ref (3)
jand Support
Checked
S/N Change Owner Status
David Johnson/ Yes Scheduled to
David Nolan igo live 13/05
2.Settle centrally 2. Review or Dispute
Section 12 ou can select this option... return to You can select this option... return to balance.
7 [The discrepancy amount will move into a centralised holding
IMONTHLY. balance. The discrepancy amount
fan~ (Classroom ra - i “ jaccount at the end of the trading period, awaiting dispute, further I2.Settle , Scheduled to
wi moves into a centralised holding " " - Renzo D'Andrea Yes "
Training . investigation, a transaction correction or payment to Post Office. centrally igo live 13/05
Account at the end ofthe trading ——_ if you choose Review or Dispute, please call the Branch Support
period, pending payment to Post {entre to let them know what you would like to do with the
Office, transaction correction, dispute [amount moved, as they will be able to provide support and
or further investigation assistance. If you forget to call then they will contact you.
lat the end of the Trading Period the discrepancy settlement screen
appears on the last stock unit to Roll Over into the next TP. If you
‘onsider that the settlement figure is incorrect or if you require
Post Office to conduct an investigation into the discrepancy, you
Imay dispute the discrepanc figure by contacting the
Branch Support Centre o1 1 You will be advised to
GRO
process the discrepancy using the ‘Review or Dispute’ option and a
plock will be put on any recovery actions whilst an investigation is
03 Full jarrled out, Several
Before: references to Settle Centrally _ If you agree with the discrepancy amount and understand the
After: Amended to Review and Dispute cause, you may settle the amount in branch by Cash or Cheque or Daniel Cummins Yes
° luse the ‘Review or Dispute’ option. bottom of go live 13/05
After choosing Review or Dispute, the discrepancy amount moves IP@8e 2
Into a centralised holding account at the end of the trading period,
jawaiting payment to Post Office, Transaction Correction, dispute o1
further investigation.
If you choose Review or Dispute please call the Branch Support
Centre on jto let us know what you would like to do
ith the amount moved, as they will be able to provide support
and assistance. If you forget to call us or are too busy, don’t worry
jas we will contact you.
g Balancing onsite paragraphs Scheduled to
Guide V2.1 [Training
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Materials scheduled for change
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Function
gyn) Document I area) making Changed to... Paragraph = change owner hECKET cratus
Title Referenced ?
the change
Intervention
10 Request FormOnboarding Settle Centrally queries Dispute and Review queries Liam Taylor Yes [Pchaduledto
go live 13/05
3.1 Jan 2021
I+ Review or Dispute — After choosing Review or Dispute, the
\discrepancy amount moves into a centralised holding account at theI
lend of the trading period, awaiting payment to Post Office,
[Transaction Correction, dispute or further investigation.
IIf you can explain the reason for any discrepancy in your Local /
ISuspense, for instance, you are expecting to receive a TC to correct [Bullet points
Suspense onsite It, you should notify the BSC, who will advise in relation to the and several : 7 Scheduled to
11 [Account v3.2 I? issuance of a TC, and issue you with a reference number. The paragraphs —_ Daniel Cummins Yes ‘
April 2021 ffraining ‘Review or Dispute’ option should be used and continue the branch Ibottom of go live 13/05
rollover process. lage 3
[The ‘Review or Dispute’ option moves the discrepancy amount into
jour centralised holding account to await the TC. However, if a TC isI
Inot issued and the ‘Review or Dispute’ option has been activated
hen, unless you have queried or disputed the discrepancy with the
IBSC, the Agent Account Team will be in touch to discuss the
discrepancy with you.
IReview or Dispute (All branches except DMB’s and National
Settle Centrally (All branches except DMB's _ IMultiples)
land National Multiples)
lAfter choosing Review or Dispute, the discrepancy amount moves
If your branch has a loss or gain and you _jinto a centralised holding account at the end of the trading period,
[Branch ‘choose to Settle Centrally, it means you lawaiting payment to Post Office, Transaction Correction, dispute or
16 Support Branch Hub jaccept the loss or gain (unless you follow the [further investigation. Bettlement Robin Seston Yes Scheduled to
guides - Oct dispute process). Horizon recognises that the Options go live 13/05,
bo19 cash discrepancy has not been rectified and _Iif you choose Review or Dispute please call the Branch Support
— ransfers the loss or gain to your central t let us know what you would like to do.
jaccount. The account will be put into credit I, as they will be able to provide support andI
lor debit recovery process will start to recoverjassistance. If you forget to call us or are too busy, don’t worry as we
‘he outstanding amount jill contact you.
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Team Awareness & Comms
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More ‘Settle Centrally’ changes planned
What are we doing?
We removed the £150 limit last month for branches that choose to
‘Settle Centrally’ at Trading Period end, and we mentioned more
changes coming soon.
The next change will be the use of the ‘Settle Centrally’ button on
Horizon, which will become ‘Review or Dispute’ instead and is due to
change in the next few weeks.
Once it’s in place, Postmasters will then see the ‘Review or
Dispute’ option instead of ‘Settle Centrally’ for a discrepancy when
they carry out their Trading Period end balance. They will still see the
options to settle to cash or to cheque as well.
What happens when Postmasters use ‘Review or
Dispute’ option?
After choosing ‘Review or Dispute’ button, the discrepancy amount
will move into a centralised holding account awaiting dispute, further
investigation, Transaction Correction or payment to Post Office.
Date
Change is scheduled to launch overnight on 12th May 2021
Audience
This change is only for Independent Branches and will not apply to Directly
Managed or Strategic Partner branches, which don’t Settle Centrally or to cash
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anges to investigations process
The investigation process will also change epancies should be
resolved quicker in future, with t ommunic c nderstanding of
where the di is in the investigation pro
M
Postmasters should still call the Branch Support Centre orf OMMMMMEi trey
use the Review or Dispute button, as they do now for Settle Centrally. Branch
Support Centre can provide support to help resolve the discrepancy.
and investigation r committee v
This will help information to flow more
sived in an in
at informe
eriod, they will still be able to contact the Branch Support Centre for support to
the discrepancy or to dispute it
Further
We're working on further chan acing the single Review or
Dispute button with several more specific options. This will give the Postmaster
more time tc ate a discrepancy in branch or to ask us to investigate it if
they wish. We're vith Postma o o erm
changes, currently due to be introduced in the autumn.
POL-BSFF-104-0000019_0021
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Postmaster Broadcast
= = Pre Launch What’s App
enor Message
he £150 limiat mont ox tances hat choote te ‘Settle Cena a
rod en. The nest change wil be the ue of the Sette Cent button 20
We are making some changes tothe discrepancy and investigation process
‘over the next few months to ensure there are more specific options you could
choose if you find a discrepancy while balancing. We removed the £150 limit
last month for branches that choose to ‘Settle Centrally at Trading Period end,
and we mentioned more changes coming soon. The next change willbe the use
fof the ‘Settle Centrally button on Horizon. which wil Become Review ot
Dispute’ instead, Please click on this link to Branch Focus to find eut moce
about this change. (e) Post Office Local's
Please ensure any older versions are
destroyed,
Thank you J
Good Morning Alt
‘ust a reminder to change your Lotto POS today
‘ahead ofthe £20 Million Must be Wen Draw on
Sat 22nd May 6
Tooay
More ‘Sette Centrally changes planned I One Post Otfice
1 en The net change wile the ef the Sette Cent
si onepontece out
Guys, We are making some changes to the discrepancy and investigation
process over the next few months to ensure there are mare specie options you
could choote you finda discrepancy while balancing, We removed the £150
limit last month for branches that choose to ‘Sette Central’ at Trading Period
end. and we mentioned move changes coming soon. The nest change will be
‘the use ofthe Settle Centrally button on Horizon which wil become ‘Review
or Digpute’ instead Pleste cick on ths link to Branch Focus t find aut more
bout ths change,
hitps/wwwonepostotice.couk/secure/belp-me-do-my-job/branch- 23
focus/back-office/more-settle-centrally-changes-planned/
POL-BSFF-104-0000019_0022
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Vicki PO shared a link
‘Admin -1-@
Ce evscgaenees , Pre Launch
folie yn oul shone fps tnd cospeng se beri Fa ce b oo k
Message
We removed the £150 limit last month for branches that choose to
‘Sette Central’ at Tracing Period end, and we mentioned more
changes coming soon. The next change willbe the use ofthe ‘Settle
Centrally’ button on Horizon, which will come ‘Review or Dispute
instead. Pease click on tis link to Branch Focus to find out more
about this change.
More ‘Settle Centrally’ changes planned I
One Post Office
We removed the £150 limit last month for
branches that choose to ‘Settle Centrally at
Trading Period end. The next change wil be the.
Andrew Phipson
°
) Uke © comment
CCvistine PO » Scotland Post Office Network
2 Admin @ 31 -1he
Dear Postmasters
‘We are making some changes to the discrepancy and investigation process over the next few
months to ensure there are more specific options you could choose if you find a discrepancy
while balancing. We removed the £150 limit last month for branches that choose to ‘Settle
Centrally’ at Trading Period end, and we mentioned more changes coming soon. The next change
will be the use of the ‘Settle Centrally’ button on Horizon. which will become ‘Review or Disput...
See more
‘ONEPOSTOFFICECO.UK
More ‘Settle Centrally’ changes planned I One Post Office
We removed the £150 limit last month for branches that choose to ‘Settle
Centrally’ at Trading Period end. The next change will be the use of the
‘Settle Centrally’ button on Horizon, which will become ‘Review or Dispute
DD Uke © Comment
24
POL-BSFF-104-0000019_0023
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Training Needs Analysis
POL-BSFF-104-0000019_0024
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Teams and Platforms impacted?
Impacted Platforms
Identified Teams and Impact
Network
Vetting Team Monitoring and
Network Support
IT Service Desk
(ITDSD)
Branch
Onboarding at extra Reconciliation
‘Support bs including
Advisers GEnnEEia aot Disputes Team
Cash Mgt
Business Branch Call Handlers
‘Support Area Managers Operations Bristol
Managers Engagement
Team
Directly Manage
Branches
(OMBs)
Onsite Trainers
Impact Assessment and Training Needs Analysis LH Impact Assessment
26
POL-BSFF-104-0000019_0025
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Settle Centrally - Full Impact Assessment and Training Needs Analysis
27
Job Titles/ High Level Impact Assessment / Level of Training Required
N - No Impact, Low - Low Impact, H - High Impact
seidginn
loisug sue[pueH 1]eD
6 sea.
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[seyoueig pebeueyy Ajoe1g
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pue uoperoucsey youersg
yoddng yiomyan
pue BuoyUoyy x1oMeN
lee yoddng
junoooy Jeyseusog
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spee7 Bujures,
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uogerounuiey ueby
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oyu! BuyBiew ) wee, Buen
sioulel eysuo,
IsieBeuey uoddng sseulsng
(sieromesed) suesiApy
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SPB27 UOISIADg YJOMJON,
somiy weal
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Yes Yes
Change
Planned
[Short Term
Solution -
Investigate
Button
D - Detailed Training G- General Awareness N - No Training
G/IGIGIN
[Short Term
Solution -
Investigate
Button
POL-BSFF-104-0000019_0026
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Change Background
POL-BSFF-104-0000019_0027
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Key Findings
Within the HNG-A counter application the term is seen in two related contexts:
1. When rolling over the last stock unit in a branch to a new trading period and there are discrepancies in local suspense.
2. When accepting Transaction Corrections.
Especially for (1) above, Postmasters may be ‘Settling Centrally’ because they want a discrepancy investigated. However,
the definition contained within the Horizon Help documentation reads as follows:
“If your branch has a loss or a gain and you choose to Settle Centrally it means you accept the loss or gain (unless you
follow the dispute process). Horizon recognises that the cash discrepancy has not been rectified and transfers the loss or
gain to your customer account.”
29
POL-BSFF-104-0000019_0028
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Approach: Identification and Replacement of the term, ‘Settle Centrally’
In-Scope: Independent Branch Types ONLY
Out-of-scope: National Multiples and Directly Managed Branches (DBMs): They do not use the term ‘Settle Centrally’
* Create a Document Change
Tracker
Find impacted artefacts and record on tracker
Create Comms for Postmasters
Create Awareness for internal teams
Set up governance structure to allow
continuous identification and
replacement of the term
* Search platforms
+ Identify impacted artefacts
+ Engages Leads across Postmaster Lifecycle
* Agree new term and definition
+ Prioritise Postmaster facing artefacts
* Change old term to new term
Go
Live: May 2021
Replace term and definition
CREATE Tracker, ENGAGE Stakeholders, IDENTIFY Artefacts
PRIORITISE artefacts & CHANGE
COMMS ii
incl. Awareness, GOVERNANCE
Legal supportive of approach
Independent Assurance approach in place
Key
Complete In Progress Not Started
30
POL-BSFF-104-0000019_0029
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Tracker
POL-BSFF-104-0000019_0030
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Tracker
* 139 documents identified via
Knowledge Centre search and
team engagement.
* Documents under review to
identify ‘duplicates’,
‘withdrawn’, and ‘active’
documents in readiness for
= = change
FREFEET PEEP
* Tracker Link: Click here
32
POL-BSFF-104-0000019_0031
Other Postmaster Contact Points
orreing
ATM Pipdesk
waa ques Torus be Fost hae
2 [onateam [Brand Team ema nndsrote [Seana tuamree Phar [Simon Maha
cs GRO
2 JeuntPranion founttowm — Jone ens tsp renwal —_Isnensash
son enon ize ware ane
Fae Te a a toe oro
5 [gee ometseees over reson Isetsmiekon [serSeneKiok reson [rec rec
© [essa [eommerca [Over frosove (Ra, TEER AGR ETM rocowm _[emontamen —_[emontaneen
7 Jonerrons — fconmeriotins loner ens eetiupate aecocton —Idoahanoe
rossses atsctoaet
ites
Saco Fen conn a TT RTE
oe JCommunistone omer lems ee gos outem Amanda Jones andieseeonINA ae ceckeon I Jonsthintrnoe
mal Fredy or say
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Inipitwww.c08805 aicecockson I Jonathan Knot
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ea escontaon icon esc rn GRO /"
manager so Rvoddbe veh
I
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79 Postmaster Contact Points under
review.
Impact on Horizon Online Help and
Branch Hub identified and change
scheduled.
33
POL-BSFF-104-0000019_0032
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Long Term/Strategic Solution - View
POL-BSFF-104-0000019_0033
Changes on Horizon
NOW
Make good - cash
We are replacing the
term Settle Centrally
rm (12% May ‘21)
Make good - cash
Make good - cheque
Make good - cheque
Settle Centrally
Problem:
No button to show route for Branch to dispute a
discrepancy
Current process: Branches that use the ‘Settle
Centrally account are currently supported by the
Postmaster Account Support Team (PAST)
Review or Dispute
Short Term:
Settle Centrally button name will be changed to ‘Review
or Dispute’
No change to process: Branches that use ‘Review or Dispute’
will continue to be supported by the Postmaster Account
‘Support Team (PAST)
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We are creating clear
routes for investigation
on Horizon
Long Term (Sep ‘21)
Balance by cash
Balance by cheque
Balance by card
Branch to investigate
Ask for Investigation
Arrange Payment Support
Long Term:
Two new routes will allow Branch to either investigate a
discrepancy or ask Post Office to investigate
Review or Dispute will be replaced with ‘Arrange Payment
Support’
Card Payment will be included
Process Change: A new Investigation Team is being set up.
There will be clear hand-over from Branch to Post Office and
clear SLAs. (Video explanation with real Postmaster required) 35
POL-BSFF-104-0000019_0034
Horizon Changes: Postmaster Vs. Branch Employee authority
Branch Investigation
Post Office
Investigation
Postmaster
Postmaster’s Employee (Manager,
Supervisor, Clerk}
Has ability to request Branch Investigation
Must be notified (via email) by Post Office once case is
created in Dynamics for discrepancy.
Must be notified (via email) by Post Office once case is
resolved and closed.
* Has ability to request Branch Investigation, carry
out investigation and close investigation
Has ability to request Post Office Investigation
Must be notified (via email) by Post Office once case is
created in Dynamics for discrepancy
Must be notified (via email) by Post Office once case is
resolved and closed.
* Has ability to request Branch Investigation, carry
out investigation and close investigation
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@
36
POL-BSFF-104-0000019_0035
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Require:nent 5 Systems Comment
ID Journey Raised By Branch Type Category Giegeamereies MoSCoW impacted s
Ability for Branch to see list of individual outstanding discrepancies IMust Horizon
BR_INV_O1 iew a discrepancy fanessa Okafor Independent [Functional lat any time
IAbility to choose a discrepancy from the list and action the particular Must Horizon
BR_INV_O2 iew a discrepancy fanessa Okafor IIndependent [Functional \discrepancy
IAbility for Branch to see combined discrepancies at the end of the Must Horizon
BR_INV_O3 iew a discrepancy fanessa Okafor IIndependent [Functional \month, if they chooose
Ability for Branch to choose an option on Horizon that allows Branch
nvestigate/ Dispute a ito ask for more time to investigate a discrepancy at the time a Must Horizon
BR_INV_04 [Discrepancy fanessa Okafor Independent [Functional Idiscrepancy occurs
Ability for Branch to choose an option on Horizon that allows Branch [Delay
Ito request Post Office to Investigate a discrepancy jparameter
[to be
included.
(Must Horizon Decision
jto use or
not will sitI
nvestigate/ Dispute a ith the
BR_INV_OS Discrepancy fanessa Okafor Independent Functional business
\Ability for Branch to move from Branch Investigation to Post Office
nvestigate/ Dispute a investigation Must Horizon
BR_INV_O6 Discrepancy fanessa Okafor IIndependent Functional
lability for Branch to resolve outstanding discrepancies at any time
using ‘Outstanding Discrepancy List' to resolve an individual This
pliscrepancy Must [Horizon rovers
lability to
resolve
BR_INV_O7 Resolve adiscrepancy Vanessa Okafor Independent Functional eekly
Ability for Branch to choose a select number of discrepancies and
Resolve multiple resolve the selected discrepancies in one way Must [Horizon
BR_INV_08 discrepancies fanessa Okafor IIndependent_IFunctional
\Ability for Postmaster to be notified by email immediately a case is
Discrepancy created in Dynamics for a new discrepancy Must Dynamics 37
BR_INV_O9 jotifiication fanessa Okafor IIndependent Functional
POL-BSFF-104-0000019_0036
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High Level Requirements ee)
Requirement Text Moscow S¥stems
Requirement ID Journey Raised By Branch Type _ Category Impacted
IAbility for Postmaster to be notified by email when a discrepancy Must Ibynamtes
'BR_INV_10 Discrepancy NotifiicationVanessa Okafor _Independent Functional linvestigation is closed in Dynamics
IAbility for Post Office and Postmaster to track a case through it’s life Must Horizon,
BR_INV_11 Discrepancy Tracking fanessa Okafor Independent _ [Functional Icycle (through a unique identifier) [Dynamics
. . IAbility for Branch to settle a Transaction Correction by choosing 'Make
[[ransaction Correction I Good' , Card Clearance or Arrange Payments Must Horizon, CFS
BR_INV_12 Processing fanessa Okafor _Independent [Functional
bRINV_13 heporting nessa Okafor Independent _ functional IAbility for Branch to see the updated terminologies on required reports just Horizon, TBC
IAbility for Branch to delay ‘Post Office investigate’ at the time when theI
\discrepancy occurs ( by creating a new parameter but perhaps set the Horizon, CFS,
Investigate/ Dispute a parameter to zero) which means it can't be used but feature is po [Dynamics
BR_INV_14 Discrepancy fanessa Okafor _Independent Functional /vallable for the future.
. IAbility to pass required information/evidence to Dynamics after Horizon,
Discrepancy selecting the option ‘Branch to Investigate’ Must D fs
BR_INV_15 investigation fanessa Okafor [Independent Functional namics
. lability to pass required information/evidence to Dynamics after Horizon
Piscrepancy Selecting the option ‘Post Office Investigate’ Must ic
BR_INV_16 investigation fanessa Okafor _Iindependent [Functional Pynamics
I vestigate/ Dispute a lability for Branch to move from Post Office investigation to Branch hh F
igati i just lorizon
BR_INV_17 Discrepancy fanessa Okafor [Independent __ Functional [nvestigation and vise versa
PROJECT_INV_O sir "I ‘
1 Phased Rollout fanessa Okafor _IIndependent [Functional Ability to do a phased rollout during launch. Must Horizon
Discrepancy Fleur Langley IThe Postmaster is presented with a ‘pop up' box with checks to be Must Horizon
POL_INV_O1 investigation Knight Independent [Functional Imade on the descrepancy before moving on.
Discrepancy Fleur Langley The Postmaster to have the ability to input data to support their Must torizon
POL_INV_02 _Iinvestigation knight Independent _IFunctional dispute and allow POL to investigate
Discrepancy Fleur Langley ITo have the data input from POL_INV_01 in Horizon to be sent ina file Must Horizon,
POL_INV_03 _ investigation Knight Independent Functional \down route to Dynamics Dynamics
Discrepancy Fleur Langley [Dynamics to set up a case in the Investigations workflow based on the ust Dynamics
POL_INV_04 _ investigation Knight Independent Functional Idata file received from Horizon as POL_INV_O1 38
POL-BSFF-104-0000019_0037
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When a discrepancy occurs, the following screen will be displayed
1 Adiscrepancy of £-20.00 has been identified.
Press Details to process discrepancy now or
Press Continue to process discrepancy later.
* Click ‘Detail’ to show further details of the discrepancy and options available to process the discrepancy
* Click ‘Continue’ to move forward for now. The discrepancy will be added into a ‘discrepancy pending’ list to be addressed later.
NB:
Possible reasons for a discrepancy to occur:
* Cash or Stock Declarations
* Remittance shortage or surplus
. Foreign Currency Re-valuation
* Stock Adjustment
39
POL-BSFF-104-0000019_0038
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If you press ‘Details’,a screen similar to the one below will be displayed. This
will show discrepancy information and the options available to process the
discrepancy.
Make Good Cash and Make Good Cheque will
allow the discrepancy to be accepted and made
good.
Undertake Branch investigation and Request
Post Office investigation will allow the
discrepancy to be investigated.
Request Structured Repayment will allow the
discrepancy to be accepted and moved into the
Postmaster Account.
Suspend
Resume
T2)
Screen
Entry
13]
Quantity Previous
PRE)
Make Good Cash Remove I Scroll Scroll Caneel
tem Uo Down
[52 IMake Good Cheque me I _Iiiees
I61 IUndertake Branch Investigation View Full I Receipt I Front Back
Basket Office I Space
{62 IRequest Post Office Investigation eid. ReceT 14
171 IRequest Structured Repayment Calculate I Logout I Quantity
FAyI F1gI F165
Fast PLU Settle
Cash
F 12 F16
Note: You can also cancel out of this screen without selecting
an option. This will take you back to the Home Screen.
40
POL-BSFF-104-0000019_0039
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When selecting ‘Undertake Branch Investigation’ you will get the following
screen asking for more information:
F12I
Branch Investigation Help
Please enter the fol
Contact Name (max 10 characters) Lock
hal
Email or Phone Number (max 15 characters) ‘Suspend
] Resume
12
‘Awaiting I More TimeI Expect Screen
Tc Needed I corresping Entry
entry
31 x 331 13)
Previous
PREI
Cancel
Fa 4 =] __unpoI
View Full I Receipt I Front I Back
Basket Office I Space
F10} RECPTI F14!
Calculate I Logout I Quantity
F114 F 13} F15)
Fast PLU Settle
Cash
F16I
You may be required to:
* Key in required details,
* Select the reason for the Branch Investigation
Then press ‘Enter’.
‘Enter’ once pressed will display the box below:
Discrepancy Stored MsG00??7?
The discrepancy has been moved to
“Under Post Office Investigation’
The reference number for the investigation is nnnnnn.
Please Note:
* Contact Name cannot be more than 10 characters long.
* Email address cannot be more than 15 characters.
* Reasons drop down list to be confirmed.
41
POL-BSFF-104-0000019_0040
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When selecting ‘Request Post Office Investigation’ you will get the
following screen asking for more information:
Post Office Investigation
Help
Lock
n
Suspend
Resume
iy
Screen
Entry
13)
Quantity Previous
PRE\
Remove I Scroll I Scroll _I Cancel
tem Up Down
Fo) UNDO!
View Full I Receipt I Front Back
Basket Office I Space
F109)
Calculate
Ft
You may be required to:
* Key in required details,
* Select the reason for the Branch Investigation
Then press ‘Enter’.
‘Enter’ once pressed will display the box below:
Discrepancy Stored MsG00??7?
‘The discrepancy has been moved to
“Under Post Office Investigation’
‘The reference number for the investigation is nnnnnn,
Please Note:
* Contact Name cannot be more than 10 characters long.
* Email address cannot be more than 15 characters.
* Reasons drop down list to be confirmed.
42
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At any time the Postmaster will be able to access a screen to see
discrepancies that are under investigation. This will be done by pressing the
‘Ongoing Discrepancy Investigations’ button on the Housekeeping screen.
Help
Lock
Emergency Transactions Suspense 1
Payment I Pay I Receipt I Receipt I Clear I Clear ‘Suspend
Redeemd Redeomd I Local I Local Resume
Gain I Loss
2 22) 23) 24] 25) 26) ar
‘Screen
Entry
Corrections Official Use investigation as 13]
Process ‘Stamps lOngoing Quantity Previous
‘Transaction Discrepancy
Corrections
42) «3) “4 PREY
Remove I Scroll I Scroll I Cancel
tem I Up Down
Transaction
Local Expense ‘Acknowledgements Fe) <I ~I__ woo]
Goodwil I Local I Obsolete IManage Stock Unt I Process I View Full I Receipt I Front I Back
Purchase I Stock —_IAssociations Basket offes I Space
64 65] 66] ___F10]_ RECPTI Fd
Calculate I Logout I Quantity
other FA Fg F19
House Petty Cash Fest I PLU I Sette
Keeping Voucher Cash
Loss
FB 2 F12I F16I
43
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The following screen will display list of all outstanding discrepancies and their
current state.
[Rem Surplus
Details of the initial discrepancy will be displayed:
* The Stock Unit
* The Date and time of the discrepancy
* The User ID creating the discrepancy
* The unique discrepancy reference
* The amount of the discrepancy
* Whether the discrepancy is a loss or gain
* The product the discrepancy is against
* The type of investigation that is being held,
where ‘New’ means that an investigation has not
been instigated.
You can then highlight the discrepancy you would
like to review and press ‘Enter’.
44
POL-BSFF-104-0000019_0043
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Selecting a discrepancy that is under ‘Branch Investigation’ will display the
following screen.
Stock Unit ‘Amount
r
AAA £-20.00
Date/Time Loss/Gain
17/03/2021 15:37:09 Loss
User Product
JKU201 Cash
123456 Branch
Make Good Cash
Reference Investigation Type
Make Good Cheque
e
RECPTI
Undertake Branch Investigation
Request Post Office Investigation
Request Structured Repayment
You will then get options to be able to process
the discrepancy.
Please Note:
* ‘Undertake Branch Investigation’ is greyed out because it is
active. I.e. It is the status of the discrepancy.
+ If you choose to move the discrepancy to ‘Request Post Office
Investigation’, screen will be display to input required details.
* Managers and Supervisors only will be able to request for
Investigation.
* There will be agreed SLA by which Branch should complete
Branch Investigation.
* Discrepancies under investigation by Post Office will be
resolved in collaboration with Postmaster. There will be no
passing back to the Branch.
45
POL-BSFF-104-0000019_0044
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Selecting a discrepancy that is under ‘Request Post Office Investigation’ will
display the following screen.
Post Office Investigation Help
‘ontact Name (max 10 characters) Lock
nl You may be required to:
Jemail or Phone Number (max 15 characters) ‘Suspend * Key in required details,
ss * Select the reason for the Branch Investigation
7 Then press ‘Enter’.
Inkown I Disputed Screen
iscrep'cy Entry 7 , a
Enter’ once pressed will display the box below:
31 32 33 34 35) 13
Quantity Previous Discrepancy Stored
The discrepancy has been moved to
ERE) ‘Under Post Office Investigation’
Reno I Soot I set Teepe rmtereciineroserisoae
Fj + =I __uNDoI
View Full I Receipt I Front Back
Basket Office I Space
Fo} _RECPTI F14I
Calculate I Logout I Quantity
Please Note:
Fit F143} F15I * Contact Name cannot be more than 10 characters long.
Fast PLU Settle * Email address cannot be more than 15 characters.
Cash * Reasons drop down list to be confirmed.
F12I F16I
46
POL-BSFF-104-0000019_0045
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Selecting the ‘New’ Discrepancy will take you to the initial Discrepancy
Detail screen.
Make Good Cash and Make Good Cheque will
allow the discrepancy to be accepted and made
good.
Undertake Branch investigation and Request
Post Office investigation will allow the
discrepancy to be investigated
Request Structured Repayment will allow the
discrepancy to be accepted and moved into the
Make Good Cash cen Postmaster Account.
IMake Good Cheque
Note: You can also cancel out of this screen without selecting
Undertake Branch Investigation ox an option. This will take you back to the Home Screen.
IRequest Post Office Investigation
Request Structured Repayment
47
POL-BSFF-104-0000019_0046