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Print and mail with a click of a button

Capita Employee Solutions (CES) offer employers employee solutions to end clients including pension administration, pension consultancy, data tracing, employee benefits and HR services. They outsource the printing of over 4 million packs to Capita Intelligent Communications, but still retained in house print and mailroom functions. Due to GDPR compliance and internal costs CES were considering outsourcing their internal printing, however when the UK was hit with the COVID-19 pandemic resulting in governmental guidelines restricting staff from working onsite at offices throughout the UK, this had a severe impact on CES as there was a continued requirement to post correspondence to pension scheme members whilst maintaining legislative SLA’s. We supported CES by introducing our Hybrid Mail solution and enabling remote teams to continue sending consistently branded customer communications.

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Transforming Local Authority communications to deliver a streamlined response

In April 2014, Capita Intelligent Communications was asked to take on the key customer communication requirements for ten Local Authorities. The project involved managing the print, production and postage of over 3.4 million key mailings to customers throughout England. The implementation team was challenged to achieve the ‘go live’ date with a fully tested and operational service within six months. Due to a committed team and highly effective project management, the project successfully went ‘live’ at the beginning of October 2014. Today, we continue to work with even more Local Authorities and have helped deliver the increasing number of their customer communications in the channel of their choice.

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Delivering end to end automated solutions through digital transformation

London Brough of Lambeth were looking to streamline partnerships with their suppliers in order to deliver improved efficiencies. They required a ‘one stop shop’ partner with the ability to securely print and mail enforcement notices, provide a physical and digital mailroom and process incoming payments for Penalty Charge Notices (PCN). A partnership with Capita Intelligent Communications has successfully delivered print and mail fulfilment services for Enforcement and Parking Services, and has been expanded to providing an end to end solution including physical and digital mailroom services, processing of goneaway mail items and the processing of cheque payments for Penalty Charge Notices.

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Fund application and payment processing for the investment management sector

The fund solution division of Link Asset Services (LAS) partnered with Capita Intelligent Communications to process incoming information, mail and payments in a scalable environment, which has allowed LAS to maintain their position as a leading service provider in the UK, offering clients a fully compliant and auditable end-to-end, straight through processing solution for investors in funds. Key outcomes: average of over 10,000 mail items per month processed on the same day service; 5,000 cheques per month are verified, processed and paid into the bank on the same day as receipt; an average of 3,500 applications for funds processed per month.

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Achieving cost savings and improving customer communications

Capita were awarded, by the Health and Safety Executive (HSE),  a 10 year contract to operate a new gas installer registration scheme in Great Britain. The Gas Safe Register is the official list of gas engineers who are registered to work safely and legally on gas appliances in the UK. By law all gas engineers must be on the Gas Safe Register. The main focus of the Register is on improving and maintaining GB gas safety to the highest standards. Capita Intelligent Communications delivered the printing, fulfilment and mailing of the Gas Safe engineers’ ID badges, certificates and associated documentations, for new members and renewals as part of the wider Gas Safe contract.

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Implementing multichannel communications

In April 2013, Capita PIP was awarded a 5-year managed service contract (with a 2-year extension) by the Department for Work and Pensions (DWP) for the provision of Personal Independence Payment (PIP) Assessment Services. As part of the delivery of this service to the DWP, Capita PIP was established to provide the assessment service as part of the long-term contract. Working with Capita Intelligent Communications we have helped to reduce costs, provide instant access to business critical files and through a digital mailroom, typically inbound post can be delivered 90 minutes earlier by Capita to the correct recipient or workflow.

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Capturing valuable pieces of evidence

Brakes a leading food service and equipment supplier in the UK were looking to streamline their operations to improve productivity and drive down costs. Working with Capita Intelligent Communications provided them with the following key outcomes - fully managed service delivered to agreed service levels; users have instant, secure access 24/7 to business-critical information; full search functionality; reporting function highlights misplaced or lost documents; invoice payments take less time as PODs are attached

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Putting the customer first in communications

Our customer – a FTSE 100 utilities company – has been through an organisation-wide programme of change to cut costs and streamline operations, at the same time as responding to regulator pressures to improve performance and meet their pledge to their three million plus customers to cut bills in real terms. Capita Intelligent Communications helped them achieve the following key outcomes - mailroom/print room space was freed up reducing the need to replace or manage upkeep of aging kit with expensive maintenance contracts; typically inbound post can now be delivered 90 minutes earlier by Capita to the correct recipient or workflow;  900,000+ items are mailed annually for this client; over £150,000 in support staff resource was freed to focus on core business objectives and front-line roles.

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Seamless delivery and despatch of payroll printing

A leading train operator in the UK were looking for a best-in-class service provider who could undertake the provision of payslip printing to incorporate weekly and monthly statements as well as P60s. Partnering with Capita Intelligent Communications delivered a range of benefits including a 20% reduction in the time and cost to produce weekly payslips and statements and by providing a seamless print and despatch service allows their payroll team to focus on the core function.

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Changing the way you work

Birmingham City Council (BCC) is the largest local authority in the UK. Capita has provided services to BCC since 2006 as part of a joint venture. This strategic partnership continued until 2019. Some of the Capita services were retained and continue to provide critical services to BCC including those provided by Capita Intelligent Communications. Providing all print output for various council departments including council tax, benefit and business rate notifications we have allowed BCC to deliver their services in the most efficient, cost effective way along with supporting changes in business demands.  

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Digitising health records whilst ensuring interoperability

Health records management is a resource intensive service for NHS and private healthcare organisations. It can add clinical risk if notes are unavailable for patient attendances and can be costly in terms of finance, productivity and reputation. Capita Intelligent Communications works with NHS organisations to optimise their health records management by making patient records instantly accessible; fully searchable medical information is available 24/7 and increasing patient safety.  

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Fund application and payments processing for the financial services sector

Capita Intelligent Communications has been working with a global investments company to free up their valuable real estate and streamline their hedge fund applications, correspondence and payments. This partnership has resulted in providing an efficient and reliable back office processing service for their hedge fund clients including: an inbound mailroom, digitisation and fund application and payment processing service; aligned with the organisation’s high-end transfer agency platform RUFUS.

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