Capita deployment of Blackbay Service Connect improves TV Licensing service to BBC and delivers tangible ROI

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tvCapita Business Services run the majority of the administration and collection of TV Licensing, including the field force of Enquiry Officers.  Capita has completed a project working with Global IT Service Provider CSC to deploy Blackbays Service Connect mobile worker software as a key component of an enterprise mobility solution to enhance the service it delivers to the BBC.  The mobile data capture technology has also enabled Capita to benefit from tangible return on investment (ROI), including the elimination of one tonne of paper per week from its operation.
 
Deployment of Service Connect, which runs on Motorola MC70 hand held computers, has led to Capitas TV Licensing field operations staff increasing the number of visits they are able to complete in a day, to both private and commercial premises resulting in an increase in licence fees being collected.  Our operations staff have less paperwork to deal with which has in turn significantly reduced time spent on administrative tasks by the field officers, commented Colin Jones, Capitas TV Licensing Field Operations Director.  Our staff quickly accepted the mobile data capture solution, which has, as far as possible, replaced our paper based systems.  Many have said that they wouldnt want to return to the old paper process.
 
With over 1,200 employees working on the contract Capitas role includes processing queries, applications and payments and maintaining an accurate licence database which identifies those addresses which are unlicensed.  Capitas TV Licensing field force of enquiry officers are expecting to complete circa 4 million visits to unlicensed premises this financial year.
 
Capita wanted the mobility solution to deliver real-time visibility of its field operations staff, cut the high level of manual processes they had to carry out, replace the existing paper based system to help improve staff self efficiency, increase manager efficiency and reduce back office workload and costs, stated Larry Klimczyk, CEO, Blackbay.
 
Capitas paper based system has been replaced with work schedules being sent electronically to its field staff rather than being posted.  The schedules include all relevant details of the individual or premises to be visited including past visit history.  Previously records of field activity would not be available for up to 4 weeks.  These are now available in minutes.  Visit results and timesheet data are now automatically sent from the MC70 to Capitas back office systems instead of being recorded manually and put in the post.
 
CSC, who are leading the overall project to deliver a complete enterprise mobility solution to us, working with Blackbay and Motorola have clearly met our objectives on this project explained Jones.
 
It was necessary for Blackbay and Motorola to develop an innovative solution to meet Capitas TV Licensing unique requirements, to meet the needs of the complexity of its business processes and the volume of data to be captured from circa 4 million visits this year.  The ability to collect this much data, store it and then access it on the MC70 was a unique challenge.  Our long standing partnership with Blackbay enabled us to draw on the experiences of our strong customer base already deploying our integrated solution, said Eamon Lyons, Account Executive at CSC.
 
The self sufficiency of Capitas TV Licensing field staff has increased through the automatic removal of cancelled visits from their schedules and the ability to query the licence status of a property directly with the central database.
 
Manager efficiency has been increased through automated reporting for teams and officers and the real-time visibility of Capitas TV Licensing field staff allows managers to balance work load by re-assigning visits as appropriate.
 
An 80% reduction in the number of calls to the support team to check address/licence enquiries has helped to cut back office workload and costs with less data input having to be carried out.  Previously the call centre was handling between 25,000 and 30,000 calls per month; this has now decreased to 4,000 to 5,000 calls per month.
 
We can now produce reports around visits made and the resulting actions which have improved our ability to meet our service level agreements (SLAs) with the BBC, added Jones.
 
From a financial perspective, the solution has had a positive impact on the cost of the field force.  The impact on the environment has been positive as the reduction of the usage of paper in the system has led to us eliminating the use of over one tonne of paper per week, concluded Jones.

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