The following illustrates the production lifecycle of typical Local Authority Revenues, Benefits and electoral documents. Operational requirements for each are similar, and our approach to file handling, development, production, mailing and reconciliation follow the model described herein.
Daily Applications
Due to the frequency of receipt and variety of daily files, it is important that we have robust mechanisms in place to ensure completeness and integrity of documents that we produce on your behalf.
Automation
Where possible we automate key steps of the process which maximises available production time, validates what you send to us, and identifies any issues very early on in the process.
A typical Revenues and Benefits outsourced solution encompasses some or all of the following automated steps:
Local Authority
Secure transfer of files to dsi server
dsi Billing Services
- Recognition of file attributes by our system
- Validation of your data format and content
- Processing and document formatting
- Exception notification via email
- Generation of PDF's for proofing, E-mailing, or archival
Given that revenues and benefits data is typically available after your batch runs late in the evening (i.e. outside of your core hours of business), it is important that we can expedite processing any time of day or night.
Output Requirements and Audit Trail
Having been fully formatted and volumes reconciled against those expected, your documents are submitted to our electronic workflow solution ready for laser printing and enclosing.
Output requirements such as stationery, inserts, envelopes, and postal service are assigned to each job at the time of processing. These accompany each job (in the form of production briefs, either electronically or physically) throughout printing, enclosing and despatch. This ensures that each document is handled in accordance with your requirements and a full audit trail is recorded. The job control system is administrated by our Account Management and Operations Support teams. Changes to output requirements are managed via a formal change control process.
Laser Printing
Our digital printing teams schedule and print your daily documents in accordance with service level requirements. Our electronic queue management system (digiQ) feeds back production status
- During laser printing, our print operatives:
- Refer to job briefs to ensure correct stationery is used
- Periodically check print quality and document format
- Check alignment of Bank Giro Credits to ensure compliance
- Periodically scan barcodes to ensure readability (i.e. Paypoint)
- Reconcile printing and pack quantities against expected volumes
- Box and label, or shrink-wrap completed print to ensure job integrity is maintained during transit to enclosing teams
Our digital printing suite is fully operational 24 x 7 x 365, which enables us to accommodate round-the-clock printing. This suite is also equipped with generator backup and gas fire-suppression systems for added resilience.
Enclosing
All enclosing systems are 'intelligent' which means that they read a barcode printed on each document page that ensures integrity of the pack. This is of particular importance when enclosing multi-page documents such as combined Council Tax Bills and Benefit Letters.
Our mailing systems are equipped with File Based Enclosing technology. Each document is accompanied by an electronic 'control file' which is read as the documents are enclosed. This ensures that every page is validated against what was processed and printed, therefore guaranteeing completeness.
- Selective enclosing of inserts via barcode (inserts can be included based on any specified criteria i.e. cash-payers, benefit bill)
- Intelligent mailing systems ensures pack integrity
- Multiple mailing systems in operation for resilience and capacity
- Flexible operation designed to accommodate your annual billing peak
- Full audit trail of sheets/packs enclosed
Quality Management
Our operation is fully ISO accredited and we have a formal quality management system in place. Our quality team take periodic samples of your documents along with job briefs, which are subsequently checked to ensure correct format and pack contents.
Reconciliation
Due to the intrinsic value and statutory nature of your billing and recovery documents, it is imperative that we can demonstrate that what we received was printed and despatched. We understand the need for clarity and verifiability, particularly if bills are subsequently disputed. For this reason we provide the following to our Local Authority Revenues, Benefits, and Electoral Administration clients:
Fully itemised reconciliation report. These can be tailored to your specific requirements, and are provided as often as needed. This is typically a spreadsheet report containing all information relating to the receipt, production, and mailing of every document that we produce and despatch on your behalf, including:
- Input file names and quantities
- Document quantity printed and enclosed
- Documents mailed, e-mailed, returned, suppressed
- Postal docket number
Certificate of Posting. These are provided for specific applications such as summonses to support the Council's court process.
Communication
Operations
Our operations team maintain regular communications with the Council which ensures that day-to-day issues are quickly and efficiently addressed.
Account Management
Our Account Managers are the focal point of communication and are responsible and accountable for delivery of the service in accordance with agreed Service Levels. The following are communicated to and managed by our dedicated account managers:
- Regular Service Review Meetings
- Cost-saving initiatives
- Annual Billing Planning
- Change Management
- Document and service enhancement
Annual Billing
The annual billing exercise is fully project-managed to ensure the accurate and successful production and delivery of bills.
Our Account Managers begin discussions during review meetings around October each year. Dependant on the complexity of requirements and associated change, a project plan is formulated, agreed, published and executed.