“Throughout all our dealings with Capita they have always worked with us to ensure a smooth delivery and if any issues have arisen they have turned them around quickly. All in all their customer service has been excellent.”
Simon Ayers, Customer Services Director, Gas Safe Register
- Communications out - transactional print & mail and online document management
In 2006, a government review highlighted the need to modernise the gas industry, and the Gas Safe Register was created. One of the organisation’s responsibilities is to provide gas safety certificates to consumers when relevant work has been completed for them by a recognised fitter.
With the organisation generating over 1 million certificates every year, it was previously taking up to five weeks for them to arrive. In 2009 Capita won the contract to streamline this process.
Capita developed a solution which sees the entire certification process completed off-site within one centralised and security accredited facility. The result is more streamlined operations delivering better results for the customer whilst incurring savings for the client. As Simon Ayers, Customer Services Director at the Gas Safe Register explained; “It all happens in the background without us having to do anything at this end... It is one of those services we never talk about – in a good way – because it runs so smoothly.”
Registered engineers increasingly enter information of their completed works on the Gas Safe Register website. That information is collected twice weekly before being processed and converted into certificates which are then sent out to customers. This timeline fulfils service level requirements while keeping costs lower than daily uploads would necessitate.
As each certificate is generated, the Capita system uses specialist software to produce a visual image which is then sent automatically to the Gas Safe Register. With instant access to the relevant files, call centre staff can answer customer queries quickly and easily, including estimated arrival dates. The system also allows them to see historical certificates and order reprints where needed.
With an average of 2,000 calls per day, this more streamlined approach is helping improve productivity in the call centre as well as paving the way to better customer relationships.
This partnership is delivering a range of benefits to the Gas Safe Register including:
- Better customer service
Previously, delivery times of up to five weeks for certificates resulted in many unnecessary calls to the call centre. Faster turnaround has greatly reduced the number of calls, and better informed staff can handle queries more efficiently.
- Tracking as standard
The secure automated system allows the organisation to have clarity over every stage of the certification process.
- Secure, safe, sorted
The entire certification process takes place in a high security Capita print site featuring security-screened staff and ISO certified security levels.
- Less wasted staff time and resources
- Improved customer service
- Faster delivery of finished product to customers
- Instant access for call centre staff to customer information
- Lower carbon footprint
The service provided to Gas Safe was transactional print and mail and online document management.