Hybrid Mail Local Government Pension Case Study

GMPF is the 11th largest defined benefit pension fund in the UK, delivering personalised financial communications to thousands of individuals each year on behalf of its 700+ scheme employers. GMPF is always seeking ways to improve this essential physical mail service, and the pandemic naturally accelerated their requirements - prompting a reassessment of their communication capabilities to better support both their members and colleagues who were working remotely.  

In early 2024, GMPF launched a comprehensive selection process to find a print partner that could offer great flexibility, robust security, and a bespoke service.  

Though digital alternatives are certainly used by GMPF, and even greater digital transformation is currently on the horizon for pension scheme stakeholders, physical mail remains a necessity. For many members, printed communication is still their preferred method of receiving information, and GMPF is keen to ensure these members receive the highest level of service it can provide. 

To manage its varied and sensitive communication requirements, GMPF were looking for a secure, adaptable online hybrid mail solution that would also prove simple for colleagues to use. GMPF outlined a clear list of non-negotiables and were determined to find an accredited partner who could meet their specific criteria, maintain open lines of communication, and take a flexible, responsive approach.  

Following a detailed supplier selection process, CFH were identified as the partner of choice, ticking the boxes for providing expert project support, adaptable solutions, and exceptional standards of service. A key differentiator of the CFH offering is the ability to tailor solutions and meet unique requirements. CFH has a dedicated projects team who work closely with clients to develop customised workflows and deliver bespoke outcomes. 

The Process

A Docmail system onboarding programme gave around 100 GMPF team members access, with training designed to be straightforward and easy to follow. The Docmail print driver is now actively used by GMPF teams daily, with each user benefiting from a customised profile tailored to their specific workflow requirements. 

Feedback from GMPF’s teams has been overwhelmingly positive, particularly regarding the system’s user-friendliness. Features such as ‘on-the-fly’ address repositioning when uploading letters have been small but impactful enhancements, further demonstrating CFH’s attention to detail. 

Customer service has also been a standout element of the relationship. While the GMPF team rarely need to contact support thanks to the reliability of the system, they have consistently praised the responsiveness and expertise of CFH when assistance is required. Regular check-ins with their dedicated CFH contact, Chris, have helped ensure ongoing alignment, issue resolution, and planning for future service developments. 

A recent example of this collaboration in action was the improvement of the annual P60 mailing process, which is a high-volume, time-sensitive operation that CFH supports annually. Whereas in previous years, this task was broken down into 40 to 50 batches, CFH’s team worked alongside GMPF to streamline the approach, resulting in a smoother, more efficient process with zero issues. 

The results

Over a 15-month period, GMPF has successfully sent over 240,000 personalised mailings through CFH, testament to the scale, reliability, and effectiveness of the partnership.  

The benefits of CFH’s hybrid mail solution for GMPF, including the unique profiler, have been immediate, with further developments on the horizon to streamline processes even further. GMPF is keen to explore CFH’s new proofless print driver, currently in beta testing. This upcoming functionality will allow clients to process jobs securely without requiring individual proofs, offering further efficiencies and making for an even more efficient workflow.  

The working relationship between GMPF and CFH is one built on trust, adaptability, and expert support. GMPF’s Member Services Section Manager reflects positively on the collaboration, confident in the knowledge that support is on hand whenever needed, while the system runs seamlessly in the background. 

Looking ahead, GMPF’s team is already considering further ways to enhance its communications using CFH’s evolving technology, with the aim of driving even greater efficiencies across their operations. Assured of a responsive operation as the pension landscape continues to change, the relationship between CFH and the UK’s largest LGPS pension fund continues to flourish. 

We remain committed to delivering better outcomes for GMPF and our valued pension sector clients, providing the tools, technology, and support to ensure their communications are secure, streamlined, and effective.