Improving our systems and processes

We want our Postmasters to know that we have learned from past mistakes and see the benefits of changes we are making following the judgments in the civil and criminal courts.

We have made major cultural and operational improvements based on Postmaster feedback, in every part of the business – from initial training through to daily transactions and accounting. And though there is much to be done, over the past two years we have achieved a series of key milestones to right historic failings and ensure that we are fit for future.

Improving our systems and processes

  1. A modern, new IT system: In 2020 we launched a cross-functional programme to replace our Horizon IT system by 2025 with a new branch system that will underpin the future of our network. Built with Postmasters, for Postmasters, this will be faster, simpler and more intuitive to use, designed to make running a post office and serving customers easier.
  2. Horizon Improvement Programme: Having completed a detailed review of Horizon processes, systems and capabilities, we’re also improving the user experience and making lots of design changes to Horizon based on branch feedback. This will deliver a wide suite of improvements.
  3. An organisation design for Postmasters: Since 2019, we have built a 90+ strong Area Manager network and ensure every branch has local, personal support and is visited at least twice a year. In addition, many of the Postmaster-facing teams have been brought together to provide a more seamless experience for Postmasters, while each region of our branch network is now supported by a team of business support managers, onsite trainers and audit colleagues to serve our Postmasters.
  4. A suite of operational improvements: In addition we are making a huge number of small but important changes to make the lives of our postmasters easier day in, day out. For example, we’ve introduced Postmaster champions into our Supply Chain depots; we’ve published a Postmaster Support Guide that outlines our commitments to them and the support available to them in one place; and we’re improving our balancing and remediation processes.

These are just a few examples of the programme of reform underway at Post Office. We are at the beginning of this journey and recognise rebuilding trust with our Postmasters will take time; this isn’t about quick fixes, but fundamental changes in every part of the organisation, reviewing every process, procedure and policy.