CFS benefits from improved document processing.

How Capita Communications improved the production process of pension maturities documentation on behalf of  The Co-operative Financial Services (CFS).

Introduction

In 2007 Capita’s Life and Pensions division began a strategic partnership with Co-operative Insurance (CIS) (based in Manchester and part of Co-Operative Financial Services (CFS)) to deliver business processing improvements to support the continued growth of CIS’s Life & Savings administration operations. The service extends to the production, printing, packing and posting of approximately 60,000 pension maturity documents each year.

The Challenges

During project transformation it was noted that all of the maturities documentation was being printed on oversized A3 sized paper stock which at the time was the client’s traditional format. As the paper size was larger than was actually required, staff had to spend time hand cutting each document to the required size for processing and mailing. This in itself was a lengthy process, compounded by the fact that many packs included a number of preprinted inserts, significantly increasing the production time and ultimately costs for the client.

The Solution

As part of the Partnership’s service review, Capita Communications, which provides end-to-end document management services, carried out a formal review to identify ways to improve upon the current process. Following the review, Capita Communications worked closely with the client to discuss possible options and benefits of investing in new technology at its state-of-the-art production facility in Birmingham.

As a result, in 2010 Capita Communications began a pilot project with the Partnership to improve the maturities production process. This involved:

• Transferring the previous on-site manual printing and fulfilment mailing process to Capita Communications’ automated centralised production facility in Birmingham
• Transforming the original maturities document paper size from A3 to A4 – removing the need for hand cutting
• Adding a 2D barcode to the document enabling variable personalisation and machine enclosure. The 2D barcode relates to a specific print file and contains unique identifier information to help ensure that each document is produced with the correct name and address, account details and is accompanied by the relevant inserts

The Benefits

The initiative has already delivered immediate benefits to the client:

• Reduced production time of each batch (produced fortnightly) from three days to just four hours
• Delivered cost savings in excess of 50%
• Increased brand image – all documentation is now consistent in size and looks more professional
• Elimination of stock control – as all stock is managed by Capita Communicaitons in its central production facility, no stock of paper is required on-site
• Freed-up office space – No longer a requirement to hold paper, or associated printing supplies on-site and reduced print production results in a lower carbon footprint.

Key Outcomes:

• Cost savings
• Reduced production times
• Enhanced brand image
• Improved data security and control

Delivering future efficiencies

With Capita Communications’ capability to deliver a multidisciplined document management process, the Partnership is now benefitting from a range of additional services which is driving efficiencies and reducing costs further whilst enhancing reputation. This includes:

• Postage – by transferring mailings to TNT CBC’s mail sort facility, the volumes involved qualify for a per-pack price which will result in cost savings of approximately £70k per year
• Secure file transfer – a dedicated point-to-point transfer facility enables rapid, secure and low cost transfer of data, particularly useful at proofing stage when multiple iterations of documents may be required, something which formerly would have required the use of couriers.
• Document rationalisation – standardising documentation to reduce the need for differing print layouts and envelope types.
• Bar coding – reviewing all manual mailings with the view to implementing a 2D bar code solution which will further reduce costs and increase data security.

To find out what Capita Communications can do for you call 0800 3134910 or email enquiries@capitacommunications.co.uk