Incident & PCN Handling Pack (UK)

PURPOSE

Turn incident/PCN inputs into an evidence pack: clean manager brief, timeline, appeal cover draft, corrective actions, and follow-up monitoring.

WHEN TO USE

• “Build a PCN appeal pack using CCTV and timeline notes.”
• “Summarise these incident notes into a clean manager brief.”
• “Create corrective actions and follow-up monitoring for this incident.”

DO NOT USE WHEN…

• The request is general driving advice or admin tasks (invoice chasing, calendar, IT support).
• No artefact is requested and details are too vague.

INPUTS

• REQUIRED:
  • Incident/PCN basics: date/time, location, vehicle reg, driver, allegation/contravention
  • Evidence list (CCTV, photos, telematics, delivery notes, correspondence, portal screenshots)
  • Any deadlines (appeal window)
• OPTIONAL:
  • Existing timeline notes, witness statements, customer communications
  • Internal policy/SOP excerpts for corrective actions (paste text)
• EXAMPLES:
  • “PCN: bus lane; CCTV link notes; delivery timestamp proof; need appeal pack.”

OUTPUTS

• incident-manager-brief.md
• timeline.md
• appeal-pack-cover.md (Word-ready)
• corrective-actions.md
• follow-up-monitoring.md (Excel-ready)
• Success criteria:
  • Clear chronology and evidence references
  • Appeal pack is factual and consistent with evidence
  • Corrective actions have owners and review dates

WORKFLOW

1. Confirm whether this is a PCN appeal, an internal incident, or both.
   • IF unclear → STOP AND ASK THE USER.
2. Build manager brief using assets/incident-manager-brief-template.md.
3. Construct a timeline using assets/timeline-template.md.
   • IF key dates/times are missing → STOP AND ASK THE USER for them.
4. Evidence capture standard:
   • Apply references/evidence-capture-standard.md (label, store location, integrity notes).
5. Draft appeal cover using assets/appeal-pack-cover-template.docx-ready.md.
   • Keep factual; cite evidence refs; avoid speculative claims.
6. Propose corrective actions and monitoring using assets/follow-up-monitoring-template.md.
7. If asked to edit existing packs → ASK FIRST.

OUTPUT FORMAT

# timeline.md
| Date/time | Event | Source/evidence ref | Notes |
|----------|-------|----------------------|------|

SAFETY & EDGE CASES

• Don’t fabricate evidence or outcomes.
• If evidence is weak or contradictory, present it as “unconfirmed” and list gaps.

EXAMPLES

• Input: “PCN appeal with CCTV and notes”
  • Output: brief + timeline + appeal cover + actions + monitoring tracker