Department for Work and Pensions
- Communications in - mailroom and data capture, records management
- Est. £40 million over the 12 year contract
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The Department for Work and Pensions (DWP) is the UK’s biggest public service delivery department, serving over 20 million customers.
before DWP partnered with Capita Document & Information Services (CDIS), DWP indexed, retrieved and transported millions of documents manually, and 44 million documents were in paper format spread across 44 sites.
DWP needed retrospective and on-going document retrieval, storage, delivery and tracking delivered as an efficient, cost-effective and scalable function. Once stored, each file needed to be instantly and easily accessible, freeing up staff and space whilst dramatically reducing response times.
The ultimate aim was to put systems in place which could process the backlog of existing paperwork and provide a framework for transformed operations into the future, with additional emphasis focused on unlocking information and insight from the historically archived documents.
CDIS partnered with DWP to transform the way it handles information coming into its organisation and manage the information currently archived. During the initial months of the contract we deployed our systems and processes and worked in collaboration with DWP to minimise any disruptions, so DWP could work on business as usual (BAU). In a short amount of time DWP saw immediate improvements into their daily operations.
To ensure a smooth transition CDIS deployed a migration manager who visited each of DWP's sites and then planned a migration schedule paying particular attention to each of their requirements and identifying any areas that would require further preparation support. CDIS project managed, migrated and indexed around 44 million records from 44 DWP sites.
Working collaboratively with the DWP, CDIS established an extensive Document management centre in Darlington and created a Centralised document management centre at DWP’s Heywood site in Manchester to help process and migrate future documentation. Both sites feature state-of-the-art data capture/ scanning equipment and the latest hardware and software solutions.
CDIS now works in tandem with DWP to deliver services which include:
- Sorting, scanning, indexing and storing documents received daily from the 44 DWP sites. This process works inline with DWP's indexing system.
- Scan-On-Demand as well as scanning and indexing more than 60,000 archive files (over 9 million images).
- Providing secure storage for over 800k boxes of archived information.
- Scanned, optical character recognition (OCR), and making fully text searchable materials including archived reports and booklets sent from DWP's libraries.
- Managed physical storage space available at both the Darlington and Heywood sites ready for DWP's needs.
- Authorised stakeholders given secure access to digitised documentation in a fast, efficient manner. All this whilst maintaining agreed service lines along receipts, retrievals, returns and destruction volumes.
This partnership delivered a range of benefits to DWP including:
- Unlocking hidden information
CDIS created a full Document inventory catalogue from scratch, this allowed users to search, group and export information within their 96 million records.
- Local access to information
All the benefits and none of the risks of having instant access to business information. Improved response rates DWP's staff and stakeholders alike benefit from having faster access to customer files in order to provide a better service to its patrons.
- Rationalisation of real estate
As documents are processed DWP benefits from a documentation rationalisation across its 44 sites, this allowed for significant real estate reduction, increased staff efficiencies and allowed DWP's staff to focus on improving front line benefit delivery.
CDIS have a dedicated link into DWP's systems to allow CDIS to proactively manage DWP's documents.
- Reduced costs
- Organisation-wide efficiencies
- Fully searchable OCR’d files
- Fully secure storage of digital and physical documents
- State-of-the-art and on-site scan-on-demand
- Lower carbon footprint
Delivering future efficiencies
12 years on we are still delivering year on year savings, increased business efficiencies, bringing new innovations and working closely with DWP as we develop a road map to deliver solutions that will meet the challenges and issues they will face well into 2020.
The services provided to the Department for Work and Pensions are part of our Communications in solutions