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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. This highly complex project involved reviewing more than 258 document types across 112 development briefs
and evolving new, innovative and streamlined processes to optimise customer communications, increase efficiencies and
reduce costs. Due to a committed team and highly effective project management, the project successfully went ‘live’ at the
beginning of October 2014.

Capita Local Government wanted to upgrade the services it offered to its Local Authority customers, to deliver additional security, speed and agility. The work involved the print, production and mailing of vital public documents including; council tax, benefit and business rate notifications.

Each council had its own way of working and produced its own bespoke letters and documents which meant the Capita team had to review and specify the brief for more than 258 individual items before they could be loaded into the digital data facility at their white paper facility in Mansfield.

By using Mansfield’s printing facility enabled Capita to transform the way secure mailings are executed. How? By storing all artwork and data digitally and printing everything directly onto reels of white paper, removing the need for expensive and bulky preprinted stock. All items are printed, inserted, sealed and posted on site therefore minimising the risk of a breach of security.

Capita’s highly advanced technologies put the customer in total control of all mailing activity. For instance, Capita customers have access to a data tool that lets them view all mailings in ‘real time’, enabling them to ‘Quarantine’ any documents that are under review or require further investigation.

What’s more, Capita’s innovative ‘merge-logic’ process enables separate mailings to be merged if they are going to the same name or address, saving time, money and inconvenience for the organisation and recipient alike. Customers can also take advantage of Capita’s significant Royal Mail discounts for all their mailings, (large and small), enabling hard pressed Local Authorities to truly achieve more, with less.

Full end-to-end process management of the entire customer communication cycle

Benefits

Accurate, secure and cost effective communications

Increased efficiency, agility and speed of response to keep customer updated with changes or news

Innovative ‘Quarantine and Release’ digital data tool to manage mailings in real time

Reduced postage costs due to advantageous and significant Royal Mail discounts

All artwork held as a digital asset so can be changed quickly and cost effectively

White paper facility so less wastage and lower costs as no stock ‘overs’ need to be held

Quality assurance and operational standards to meet the highest demands

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