In a recent interview, Andy Nice, the new IT chief at the Post Office, laid out his team’s approach to earning the trust of subpostmasters. He knows change won’t happen overnight. “We understand the challenges,” he shared. “Subpostmasters need to judge us by our actions, not because we’re new here.”
Andy emphasized their commitment to making the Horizon system replacement work for those on the front lines. “We’re not just going to say, ‘Trust us, we’re a new team.’ We want to demonstrate that we can deliver results.”
Before stepping into this role, Andy was mostly unaware of the Post Office scandal, only catching snippets in the news. “Like many people, I was vaguely aware until I saw the ITV drama,” he admitted. But that changed his perspective. Over the past year, he and his team have been deeply affected by what they’ve learned about the ordeal faced by subpostmasters. “It’s incredibly upsetting to see how they suffered,” he added, acknowledging the need for swift action.
Andy plans to bring in an era of transparency that’s been lacking in previous years. “We want to be open—not just with the internal team but also with the government, press, and the public,” he affirmed.
When Nice and his team began, they paused the New Branch IT (NBIT) project, which aimed to create an in-house system to replace Horizon. The project faced significant delays and budget overruns, having ballooned by £1 billion. “It felt right to step back and reassess,” he said. The direction is still under review, whether to build from the ground up or opt for an off-the-shelf solution.
Although some insiders suggest the in-house project has little future, Andy insists no final decision has been made yet. “We want to take the time to consider all options. We’re in discussions with the government since they are the primary funders,” he explained. They aim to have clarity before the new financial year starts in April 2025.
Nice, drawing from his background with Mothercare, Camelot, and Accenture, knows the retail landscape is unforgiving. “We’re trying to keep pace. We have to work with Treasury limits and ensure we’re adequately funded.”
Whatever path they choose, he assures that past work on the NBIT project won’t go to waste. “We’ve delivered functionality that’s already benefiting subpostmasters, particularly around services like drop and collect,” he highlighted.
One challenge looming over these changes is the Post Office’s ongoing reliance on Fujitsu, which has supported the Horizon system since its launch 25 years ago. “We’re not in a position to end that relationship just yet,” he acknowledged. The Post Office is seeking a four-year extension with Fujitsu. “We’ve been discussing the details for a while now, trying to find the right approach.”
Through it all, Andy and his team face the daunting legacy of the Post Office scandal, which has left deep scars on the organization and its people.