POL00448068
POL00448068
(Document Information
Process Name: Contract Team Referrals
Process Ref: INV-CTRO1
[Process Owner: Tracy Bannister
Process Owner Role: Network Resolution Operations Manager
Document Status: Approved
Document Classification: Internal
(Process Summary (desc:
e in a paragraph the context and reason for process!
During the investigation process it may be necessary to seek support from the Contracts Team or the Contacts Team may ask for theI
investigation of a suspended postmaster.
Version History
Version Number Date Issued Author jin sion
0.4 15/06/2022 Duncan Hughes First draft
0.2 08/07/2022 Duncan Hughes Updated with SME feedback
1.0 26/07/2022 Duncan Hughes Process approved
Review Hi
Reviewer Role Date Review Version(s) Reviewed
John Wapshott Case Investigation and Review Analyst 28/06/2022 01
Tracy Bannister Network Resolutions Ops Man. 2710712022 0.2
POL00448068
PoLo0448068
(Include abbreviations / terms / acronyms used in process flow, along with a description to aid understanding)
Terms
Definition
POL00448068
POL00448068
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(Version Number in brackets)}
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Process Template Symbols
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Nameand type of
commurication or wieger
{an intermediate evert:
Intermedtate Event
(customer cancels,
‘An error curs,
response received)
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‘an activity ina process.
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(pRoceDURE REF)
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‘Addecument or data set:
Information that this used as input toan activity or created or updated
a5 an output ofan activity.
For example a report might be generated by a system and sent by email
‘toa contact centre agent to review. So you can show the name ofthe
document reviewed by using this shape and a dotted arrow into the
activity where the contact agent revewstheitem.
system being “tead from” or being undated as a
result of the associated activity
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Endof alteratepath of apracess End of Process
POL00448068
PoL00448068
Customer Outcomes
Generic Customer Outcome
Customer Experience Score
‘customer Insights:
mpovmemarr nol aso becapurs moe rah 8
‘The maphsretete annette comer Hfesingar
customer Communication
Communication of any Knd is sent to the
customer,
ns hb frveautemer aaa
Nameorreferencefa
communication received tesene
Show channel icons onthe activity box where the channel
is used or the activity flow that joins it to the next atv.
They can also be used to link to customer outcomes or
‘communications to show the method by which the
‘communication was sent.
Internet —other than
post office online
Post Office Branch
Post Office Onine
Telephone Self Service Kiosk
x ©
POL00448068
POL00448068
Postmaster Contract
Suspended and investigation
required
Case raised on
dynamics
Manager
Head of Contracts
‘and Deployment
emailscase details
tothe Network
Resolution
Operations
Contact postmaster
toadiseof
investigation
‘outcome (with
support from T2/73
ifrequired)
Postmaster Contract
Suspension Process
Email receved to
advise of issue and
request for more
information/
contract advice
Review request ard
provide response
Investigation processes
inv-FUulLOL
INV-T3EVOL
‘Network Resolution)
ves
Operations
Manager aoctes CoE Yaeene)
case 1012/13 ee
savor basedon I a
eve” I twestigatn processes
est INV-FULLOL
INv-TaRNVOR
erat concern Referral towasky Inermaton ice
fefercasetoTeam
watmaybes bested case reew ord] requ rom the
contractual sim reared Cnvact Team
‘SINV.06.0
‘Team Manager
‘agrees with
cconcers sed
Present case at
weekly case Review]
Yes
Email the Contracts
Review response
with team manager
—
Decision made or
referral to weekly
review mesting
required
Dedson
made
Refer to weekly
review meeting for
‘decision
Dedsion
made
Further escalation
required for
suidance
Iestigation processes
INV-FULLOD
INV-TBINVOL