How Capita Communications improved the production process of pension maturities documentation on behalf of The Co-operative Financial Services (CFS).
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.
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.
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:
The initiative has already delivered immediate benefits to the client:
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:
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