Client: Department of Work and Pensions (DWP)

In April 2004, Capita was awarded a seven year contract by the Department of Work and Pensions (DWP) to manage the storage and retrieval of all the Department’s documents.

The DWP has a vital role to play in the economic and social well-being of Great Britain and its people. It has the responsibility for delivering the Government’s welfare reform agenda and an efficient records management system is an integral part of this. Accessing the right information at the right time means that informed decisions can be made about citizens’ entitlements in a efficient manner.

The DWP carried out a savings review in 2001 which found that there were diverse storage arrangements across the Department with wide fluctuations in unit costs. Also the change programme that was being implemented would have a major impact on offsite storage.

Their overall aim was to introduce a single coherent solution which would reduce the costs of document storage and be flexible enough to fit the storage requirements of the Department’s future business models. Capita were delighted to be given the opportunity to work in partnership with the Department to achieve this aim.

Transformation and innovation

There are number of strands to the transformation process in the first phase of the contract, these have included:

Managing the migration

• Consolidation of 47 satellite files stores to one site capable of holding in excess of 50 million files. Over 11 million files migrated from satellite stores
• A dedicated migrations team working with each file store to ensure processes were in place to facilitate a successful migration.
• 40 seat migration processing area created to index 20,000 incoming files a day so that files are available for retrieval as soon as possible.

These measures have ensured best practice is inherent in all processes, there was no disruption to the Department’s operations and the migration programme has run on schedule.

Accurate data

• At the start of the contract it was clear that the integrity of the data providing details of a file’s location needed to be improved.
• Capita and DWP worked together to carry out an audit of 1.2 million boxes in 9 days, enabling the data to be cleansed and provide a robust database detailing each file’s location
• 2,000 boxes not previously found were located and a number of files were identified for destruction improving capacity management.

Following the audit, file retrieval volumes increased by over 20% and the success rates for locating a file rose to 99% v 65% previously.

Customer support

• A customer support desk was established from day one of the contract
• It soon became apparent that a large number of the queries were symptomatic of underlying issues.
• Capita and the DWP established a joint Customer Liaison Team who now work proactively with users visiting them in their workplace and holding workshops to take them through the benefits of the new system and aid training.

As a result of this initiative offices now have more trust in the records management system and are using it more extensively. Calls to the customers service desk have reduced by 90%.

• A full management information system has been implemented to provide qualitative information

Supporting Capita and the DWP in making informed decisions.

Efficiency gains and benefits
An improved level of customer service has meant increased confidence in the Records Management System with the intake of new files increasing by 31% in 2006 over 2005. This in turn has increased savings and efficiency.

Successful file retrieval rates have increased from 65% in the first half of 2004 to over 99% in the same period in 2006.

• Substantial savings have already been made through the consolidation of file stores; some file stores have been disposed of and others adapted for other uses. Operating costs have also been reduced considerably.
• The flexibility of our solution has easily coped with the overall increase in monthly transactions from 1.6 million transactions in January to June of 2005 to a current average of 2.5 million a month.

Cultural change
Through a real willingness to work in partnership, Capita and DWP have brought a change in culture to the contract.

• With common goals and objectives in place any issues that arise are worked through together.
• Open and honest communications at all levels supported by good management information mean that both parties are fully informed to make the right decisions.
• The customers’ requirements are paramount at all times

Through a real willingness to work in partnership, Capita and DWP have brought a change in culture to the contract.

• With common goals and objectives in place any issues that arise are worked through together.
• Open and honest communications at all levels supported by good management information mean that both parties are fully informed to make the right decisions.
• The customers’ requirements are paramount at all times.

Next steps
The scalability of our operations and the enhancements that have been introduced means that our Records Management System readily supports business change.

The foundations have been put in place during the first two years to move from an archive store to a full document management centre over the life of the contract, with the capability of moving to a full digital strategy.

The digital option will provide a document management system that is more resilient as:

• it is not dependant on paper
• files will backed up with full disaster recovery in place
• restricted access provides improved record security
• documents can’t be lost in transmission
• multiple users in different locations will be able to view files at the same time
• files will instantly accessible which will greatly assist processing time and customers will be able to link relevant files together
  
• This will remove the requirement for large scale physical storage and associated costs in the future. It will also provide an efficient service that will serve the Department and its customers as future business models are put into practice.

What our client says
As the leading BPO provider in the UK, Capita have brought their expertise to this contract with the DWP. Through re-engineering processes and taking an innovative approach they have transformed the Departments’ Records Management service. Their approach to HR has created an effective workforce which is integral to the operation’s efficiency. This partnership has brought substantial savings to the DWP and in turn the tax payer.

Justine Bennett, DWP - Records Management Contract Manager

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