POL00448219 - Post Office Network Support & Resolution: Strictly Confidential 15 July 2024

Evidence on official site

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POL00448219

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POL00448219

Current Network Support & Resolution Operating
Model (As-Is):

PLEASE NOTE - 20 members of the team are currently supporting on FTCs / secondments across the lottery exit programme (complete July end) and to
reduce legacy aged position. Staff contracts will start to end from next month.

Strictly Confidential

10 10

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Roles & Responsibilities:

(Open, Sort & Distribute.
+ Acknowledgement.

+ Information Gathering.
+ Dynamics record

+ Di-minimis test

+ Early Resolution,

* Shortfalls & Gains.

+ Write offs

Postmaster Suppor
Disputed TCs.

+ Outcome Based
Decision Making.
“Resolution Written

Responses
(Postmasters)

Postmaster Suppor
Complex Case
Resolution.

+ ARO Requests.

+ Outcome Based
Decision Making,

+ Provision of Case
Investigation Report.

+ Area / Regional
Manager engagement
4& Escalations.

“Final Account Cases
(Gave,

«+ Raise Interventions.

+ SME knowledge
orice / Creedence /
CFS& B10),

+ SMEs,

——-

Tier 2 Excalations
+ Priority Escalations:
* Contract.
Suspensions.

+ Complaints.

. : as

+ Provision Tend,
Analysis.

+ Weekly Case Review.

* Dispute Resolution
Committee

* Incident Mgmt.

+ End User Procedures.

Postmaster
Support
‘Account Queries
DFR,

Repayment Plan.

Legacy 12:Week

Process

+ Formers

* Statements
Strategic Partner /
Multiple

lghtighteed2 denotes new ways of working (processes to be determined) or new incoming streams.

Strictly Confidential

POL00448219
POL00448219