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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.

Print, fulfilment and mailing
The mailing and fulfilment of Gas Safe documents is a process based around a secure ID badge that contains a number of security features including a photograph, secure hologram, embossed ID number, certificate and other personalised details, backed up by additional documentation and printed informational leaflets and brochures. All production is carried out in a secure environment, with restricted access control for specific staff. Data is received daily via secure SFTP, to allow production of personalised ID cards, personalised certificates and relevant documentation associated to specific individual pack types.

  • New applications
  • New card production
  • Replacement cards and certificates
  • Renewal invites and reminders
  • Daily letters

Print procurement
There are several items of secure and non-secure printed collateral associated with the Gas Safe contract; all printed items associated with the contract are managed by Capita to maintain correct stock levels, and to achieve the best value and quality for our client. All artwork and files are held by Capita and a strictchange control process is in place for amended documents.

With an average of 2,000 calls per day, this more streamlined approach is helping improve productivity in the call centre as well as paving the way to better customer relationships.

  • Items include
  • Card base stock
  • Holograms
  • Certificates
  • Application packs
  • Branding guidelines
  • Brochures
  • Leaflets

XML data is received daily via secure SFTP. Scripts decide if there is a requirement for the data to be either printed or emailed, the appropriate document is then created. If the document needs to be printed it is routed down the print file path or if emailed down the email route. Should an email fail to send three times the document is then routed to the print path, insuring the intended recipient receives a printed version.

Gas Safe now has an efficient registration process for it's engineers, new and existing are supplied with a secure ID card, certificate, leaflets and other associated documentation.

Working closely with Gas Safe has seen a number of benefits:

Print cost savings
Improvement in quality
Ability to add additional secure features to ID cards and documentation
Additional resources to cope with peaks in production
Quicker change control processes
Postal discounts
Brand ID protection
Increased daily productivity
Full management of stock control by Capita

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