POL00448078 - Post Office Ltd CIJ 4 Shortfalls Assurance Review

Evidence on official site

POL00448078
POL00448078

POST OFFICE LIMITED

CI) 4 Shortfalls

Assurance Review Overall Rating

CIJ 4 whilst labelled Shortfalls also includes Loss Prevention and Transaction Disputes

- 53 unique actions of which 2 related to HIJ and have been excluded from the scope of the review.

- 37 (70%) actions are complete and can be demonstrated via evidence

- 14 (26%) actions require improvements, 5 of the original actions have not been completed. A further 9 actions were duplicates.

Whilst there is sufficient evidence to demonstrate the actions delivered and their sustainability, the key areas in our opinion which would need
strengthening is the monitoring of shortfalls on an E2E basis and assessing the impacts the CIJ actions are having from a PM lens (for example there
is no visibility at GE level for the number of aged discrepancies that are currently outstanding, metrics for remittances returned, counterfeit risks,
branch closures discrepancies, obsolete stock.)

Subject

Assurance finding

Recommendation/Improvement opportunity

Discrepancies

There is no end-to-end metric on rems (inbound) to
Swindon showing the impact on the discrepancies and
whether they have been resolved or not and whether
impact on Postmasters is monitored.

Create and end-to-end view of discrepancies identified at Swindon
and reported through to Chesterfield to enable monitoring of
impact on Postmasters (both positive and negative).

Stock Dashboard

No evidence of who owns the Stock dashboard

Assign a dashboard owner

Resourcing

Since the fix was implemented, there was a reduction in
resourcing planned due to the introduction of Auto Rems
which has not been introduced.

Investigation
dashboard

The Investigation dashboard needs to identify effective
root cause analysis

The Branch Discrepancy Improvement Programme has an action to
review this
Provide details of the Branch Discrepancy Improvement Programme

Strictly Confidential

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