Historically, pension related data for members of the John Lewis Partnership Pension Scheme were stored on microfiche and could only be viewed on legacy microfiche readers. The management of the microfiche archive, the reliance on dated technology, and the microfiche themselves, were not only considered as risks, but were operationally costly to manage. As the day-to-day administration of pension schemes became an ever more digital and workflow-based operation, the need to integrate this historic data, held on microfiche, become increasingly important. Capita Intelligent Communications was able to provide an end-to-end service which digitised the entire microfiche archive before integrating the documents into a secure electronic document management system.
Capita Pension Solutions (CPS) is one of the largest third-party administrators in the UK, and is committed to helping trustees and scheme owners fulfil their pension scheme responsibilities, including Guaranteed Minimum Pension (GMP) rectification and equalisation activities. One of the world’s largest consumer goods companies, sought the assistance of CPS to utilise their GMP rectification service. Rather than commit staff resource to manually inspect historic pension scheme data, CPS engaged with Capita Intelligent Communications to understand if there was a more efficient and technology-driven solution to assist with the review of data. Using our Artificial Intelligence (AI) platform to ingest and interrogate pension data for scheme members, we were able to automate what was traditionally a resource intensive, manual inspection.
Capita has been in a strategic partnership with Royal London for over a decade. During that time, Capita has helped to improve the way the organisation handles business administration to support the continued growth of its Life and Savings operations. Capita Intelligent Communications have helped to analyse existing processes, assess client and customer needs, and devise a solution that would increase productivity whilst driving down costs, as well as reviewing the way it communicated with its customer bases.
The fund solution division of Link Group provide fund administration and transfer agency services to over 250 authorised and unauthorised funds for both retail and institutional clients, with assets totalling over £90bn. To remain competitive and to offer their clients a positive experience, Link Fund Solutions (LFS) saw the need to transition to digital communications - working with clients to offer less paper-based solutions and increased use of e-comms. As Capita Intelligent Communications has been a trusted partner to LFS for over 10 years, we have ensured that we are best placed to innovate, keep pace with the changing business demands and help deliver a multichannel communications solution to their clients. This has allowed LFS to maintain its position as a leading service provider in the UK.
BBC TV Licensing (TVL) contacts, chases and collects the license fee from around 94% of UK households every year. This equates to £3.5 billion in license fees which the BBC uses to fund its programmes and services. With the introduction of the new over 75 TV licence scheme TVL were faced with the prospect of having to communicate with over 4 million new customers. Additionally, they would need an effective way of processing the applicants’ data, payments and where applicable, proof of benefit. Capita Intelligent Communications were able to help the organisation to process incoming information, mail and payments in a scalable environment. Enabling them to provide the best support and customer service possible.
Cashplus is a leading UK digital banking partner for small businesses and consumers, offering faster, smarter, simpler current accounts. Founded in 2005, and launching the UK’s first general purpose pre-paid card, they’ve created easier ways for 1.6m+ customers to pay, store and borrow money through their user-friendly digital platform. Capita Intelligent Communications was selected to provide the print and despatch of their statements and has been successfully working in partnership with Cashplus ever since, allowing Cashplus to deliver their services in the most efficient and cost effective way.
Security Watchdog is the industry leader and subject matter expert in all areas of international pre-employment screening and risk mitigation. With a move to a shared office space and the impact of the COVID-19 pandemic, resulting in governmental guidelines restricting employees from working onsite at offices throughout the UK, Security Watchdog partnered with Capita Intelligent Communications to process incoming mail and print and despatch of their outgoing communications.
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.
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.
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.
The fund solution division of Link Group partnered with Capita Intelligent Communications to process incoming information, mail and payments in a scalable environment, which has allowed Link Fund Solutions (LFS) 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.
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.
Capita PIP have a managed service contract with 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 is required to manage all contacts with claimants. 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.
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
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.
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.
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.
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.
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.