We want every customer who visits our Post Offices to be served by someone qualified to help them. A new system, SmartID is being introduced to ensure people who serve customers are properly vetted and trained to work on regulated products.
SmartID will link each branch colleague’s Horizon ID to their training and HR record. This will make it easier to ensure that the person advising a customer on a particular product is properly qualified to do so.
The new system went live in seven directly managed branches last week. This limited launch is a chance to see how branches work with the system, before we go live across the network later in the year.
We spoke to some of the branch managers helping us to launch the system. Pankaj Dala from Camden High Street branch, and Paul Bridges from Exmouth branch both reported that it had been pretty straightforward to get their people on the system.
Jay Bhatt from East Dulwich branch said: “I was worried at first, but Paul from the team talked me through it and once we started getting people set up, everything was fine”.
Wendy Smart at Manchester Spring Gardens also felt nervous, as she has 31 staff, but she made sure that everybody was set up on the new system as soon as they came in – and by the end of Day 1 Wendy was able to give the project team some really useful tips on getting started!
This week we are going live in a number of agency branches, and their feedback will also help us shape the launch when SmartID rolls out across the network. We’ll be talking again to our pilot branches in the coming weeks to see how they are getting on, particularly once the next round of compliance training starts in August.