Capita

JBPM was appointed by Capita to provide the Gas Safe Register’s printed membership documentation for their UK members. The documentation formed part of their launch as the new Gas Regulatory Body, covering some 56,000 businesses and around 125,000 gas engineers.

Mailing packs
In the opening year, the project comprised two initial mailings, followed by a membership fulfilment pack, containing a certificate of gas safety, and Identity cards. Each engineer in the business was issued with an identity card that listed their competencies on the back. Later in the year additional mailings were undertaken to cover newly formed businesses.

Quality assurance
From the outset of the project we applied our normal rigorous quality assurance procedures. These include checking for: any data issues; content accuracy; missing photos or information fields; structural differences between files; and that the length of company names and engineer competencies fit on the intended media.

Collating the Gas Safe mailing packs was a complex process. Our supplier’s enclosing teams were dealing with anything up to ten separate enclosures per pack, while carefully matching variable elements. Simultaneously, they were on the lookout for issues such as inaccurate VAT receipt data, duplicate or expired cards, and expired engineer competency information. The first year was a steep learning curve for all concerned, including Gas Safe.

Reduced wastage
Our goal over the first year was to reduce the number of errors being printed – and therefore, wastage. No mechanism was in place to communicate key management information, so JBPM introduced regular reports back to Gas Safe. These reports highlighted the most common issues we were encountering, and more importantly, flagged the data records concerned to prevent production. This increased accuracy and minimised wastage during the hand enclosing process.

Additional challenges
Year two of the project brought further management challenges, including new data structures, additional project components, new documentation and additional gas installers. These issues arose at the same time that Northern Ireland joined the Gas Safe Register, and when email was being introduced as a core customer communication method. The project very quickly became complex, with 11 XML file structures, 12 dynamic email letters, and 26 dynamic print letters – with usage defined by a series of business rules.

All parts of the project contained dynamic data and images for the ID cards. It was at this stage we developed the Gas Safe Processor application, which allowed JBPM and its supplier to process the different data files into email broadcasts and print files for production very quickly. The Gas Safe Processor also dealt with the reporting elements, from production reports to status logs, detailing the success or failure of all records, including error details where applicable.

Summary
Since January 2009, JBPM has processed in excess of 2,500,000 documents and 1,300,000 plastic identity cards on behalf of the Gas Safe Register. The success of the project proves our ability to deliver exceptional service quality and value for clients with large scale membership documentation needs.