We will replace Post Office’s IT platform for our branches, with a new, fit-for-purpose system that will be faster, simpler and more intuitive to use.
Central to our Intent to 2025 is to invest in new branch technology to serve our Postmasters and customers better. Importantly, we will replace Horizon, Post Office’s IT platform for our branches, with a new, fit-for-purpose system that will be faster, simpler and more intuitive to use.
This is a critical and symbolic step to help move forward from the past, while setting the foundation for a modern franchise that meets the evolving needs of both our Postmasters and customers.
A key milestone was reached in October 2021 when for the first time in over 20 years, Post Office transactions were completed outside of our existing Horizon technology in a pilot of a new branch format. We intend to start rolling out the full new system to branches from 2023 onwards, accelerating the migration over time.
We are at the beginning of the process. We want to ensure we take time to design, build and test the new system so that it meets Postmasters’ needs, meaning we will have Horizon for a few more years. However, the direction is set and we will continue to deliver improvements to the current Horizon system in the meantime.
Meanwhile, we are making improvements to our online and digital services that will let customers begin their purchases at home and then complete them quickly and seamlessly in branch.