POL00448220
POL00448220
Tier 2
Report
Training
POL00448220
POL00448220
T2 Findings Report Template
Based on changes that are happening
within the business, some internal
improvements, process changes and
progress and continuous improvement
opportunities, some changes were made to
the existing report template
Feedback from Quality Assurance, T2 and 13
was taken into account to redesign the
report. As well as other external input (E
and Y)
Purpose:
+ Standardisation
+ Make it simpler for everyone
+ Include some of the requirements going forward
* Long term aim is to have one version of the report for all
Network Resolution stages
POL00448220
POL00448220
What’s
changed?
The main format of the report has not changed. Just
some of the design
The three main sections of your report are still there.
* Case Summary
+ Overview of Investigation
+ Case Outcome and recommendations
There has been a little bit of guidance added to the boxes
(some ‘what good looks like’ or structure tips)
POL00448220
POL00448220
What’s changed contd...
“omens Manaperpetom Asie
wea / ently Conmites? Does the cave need be azeted Tar 2 there a7
biting sctovincomrmraion ich m scl 8?
hana ara
r=]
The new Decision and Action log has
been added to the report
Added in a new Managers QA
box for sign off of the
reports and clear signature
and dates
POL00448220
POL00448220
What’s changed contd...
\
We have also added a
case data box at the end
for your working reports
to be embedded
The biggest change to
the report is the
checklist.
Updated and improved.
It still gives you the
list of things that
should be checked in an
investigation.
All the things that
were in the checklist
before - however the
questions are updated
to be relevant to
processes now.
The format has been
amended to bring
uniformity to Tier 2
and T3 reports, and the
POL00448220
POL00448220
Downloading data for your cases
* Save the files in the following format
Branch code_branch name_what it is_Dates covered
Example:
123456_Anytown_SessionData_1apr22-1apr23
* Upload a raw copy of the data to Dynamics as soon as you have
downloaded it
* Save the file with raw data in the title
123456_Anytown_SessionData_1apr22-1apr23_raw data
You can then save a separate version of the data as your working copy
for analysis
POL00448220
POL00448220
Saving the report
You should be downloading the report template from Dynamics for every case.
This should pre populate the branch details in the top sections of the report for you
+ Always check that these are correct and that any blank sections are completed
At the point that you download to template save it in the following format
Tier 2 Findings Report_Branch name_Branch code_Case number
Example
Tier 2 Findings Report_Anytown_123456_CAS-123456
You should also upload the postmaster ve
n that you send to the Postmaster
POL00448220
POL00448220
Report
Writing
POL00448220
POL00448220
Report writing should be like telling a story.
All good stories are set out in the same way - Providing a beginning, a middle and an end.
Our investigations should do the same thing. To make that easier the report is broken down into the three
Case Summary:
sections already
Overview of Investigation
se Outcome & Recommendation:
POL00448220
POL00448220
This would be painting a picture to tell the person reading the report
why we have the case
It should includ
+ Who the investigation is for ~ i.e. what branch
+ How the case was raised
+ Any information that the branch have told us that could highlight
how the discrepancy happened — essentially what the branch/PM.
has said about the discrepancy
POL00448220
POL00448220
End. Case Outcome & Recommendation:
This is the section where you pull
it all together.
A summary of what your
investigation found. What
conclusions that the analysis and
data gave you
This is the section to outline what
you believe the next steps are.
Should the amount be cleared as
good will, should it be escalated
to another department.
It should clearly outline if the
discrepancy has been established or
not
And should also include any
additional actions vou believe ari
Gae
POL00448220
POL00448220
Middle
This is the section where you shine.
Tell the reader what you ha’
checked, what you have found a
m of the
But this
Your report should build as you investigate.
The report gets written as you go along
POL00448220
POL00448220
Decision and Action Log
Agreed process is to record decisions and actions from the investigation into the log
+ This would be Decisions such as:
* asking Network Monitoring to look at potential Branch Assurance Visit
* Asking Stock team to complete stock check for a TC to be issued
+ Referring the case to weekly review
* Actions would be things like:
+ Sharing the findings with Area Manager to provide support
* Sending intervention request to training team
POL00448220
POL00448220
Decision and Action log examples
‘ction Log
Date ion Aare
’21*June 2023 I Joe Bloggs to escalate branch to Network Email requesting Branch Assurance visit to be
Monitoring to look at potential Branch r
Assurance visit in GG" ~on 3° July 2023
‘23 June 2023 __I Investigation highlights that the branch would I Joe Bloggs completed intervention request and
benefit from addition support and training submitted on 3% July 2023
around monthly accounting process.
Decision by A N Other, T2 Manager for
Intervention request to be raised for training to
be provided
[23 June 2023 I Investigation highlighted non-conformance. I Joe Bloggs shared findings with contract team to
Jane Doe Network Ops Manager advised address the identified non-conformance
escalation to Contracts Advisor for this case_I _ Email sent to Leander Fitzharris on 3° July 2023
The decisions should be the things you identify outside of the normal realm of your investigation
You should include the name of the person making the decision — this could be your name or the name of
the person making the decision e.g. manager.
Actions should all link to the decision.
POL00448220
POL00448220
Re Oona
Writing
POL00448220
POL00448220
Don’t use/can’t say
Acronyms/Abbreviations
Jargon
Loss
Gain
POL
FAD code
Correct to stand
Subpostmaster/Operator/Agent
Crown Branch
AM/BSM ete
Use instead
Full words in the first instance, unless it’s an
abbreviation common place Language such as
ATM.
Plain language that someone not in Post Office
would understand
Shortfall or negative discrepancy
Surplus or positive discrepancy
Post Office Limited
Branch Code
Represents a genuine loss to Post Office
Postmaster
Directly Managed Branch
Use full title e.g. Area Manager/Business Support
Manager
POL00448220
POL00448220
Top Tips:-
When writing reports, the use of Acronyms is allowed provided that you have written it out in full
the first time its used, and the acronym is clearly displayed
e.g. A debit Transaction Correction (TC) was issued to the branch on 15" June 2022. The TC relates to...
Cash values remember to use your comma’s e.g. use £5,000.00 not £5000.00
Date formats — use long hand i.e. 15t” May 2023.
Spell check is your friend — also use the grammar check
* On word, in the ribbon at the top, select we De then editor
Aas
Make sure there is no opinion - Be aware of language used. Be factual in the report.
POL00448220
POL00448220
* Ensure that your report actually shows what happened not just the cash flow
Explain/reflect how the discrepancy values appear — was it a gradual build or a sudden
appearance
* Show your workings
Explain what you have found, and if it shows it wasn’t related, state it in the report
* Include evidence to support your point
All data snippets should have a clear explanation for what you are showing.
* i.e. The table below shows an extract from HORice of session data that shows x,y,Z...
Session data revealed that on 1* December 2023, the user SKLS processed an existing reversal, however, only the
‘method of payment was reversed and not the full transaction, The table below shown the HORice extract of
session data that shows the pre-order currency transaction being processed on 25: November 2023, and only the
‘method of payment processed as an existing reversal on 1 December 2023.
* Make sure all data snippets have the column headers and relevant columns
For your snippets hide the columns that show information that is not required such as
duplicate date columns, or product number.
POL00448220
POL00448220
Your outcome should always clearly outline if the discrepancy is
established as a genuine loss to Post Office or if it has not been
established.
POL00448220
POL00448220
‘A new EUP has been created that contains some useful phrases that you can use when writing your
reports
Please remember that these are guides and not prescriptive inserts so you must ensure that they are
used correctly
NRTOOO31 EUP Report writing tips V1.docx