Royal Borough of Kensington & Chelsea Pension Fund

Hybrid Mail Pension Case Study

Royal Borough of Kensington and Chelsea Pension fund is a part of the national Local Government Pension Scheme (LGPS) whereby they are responsible for managing the payments, transfers and quotations of those enrolled on the scheme.

The fund manages the pensions for over 13,000 members made up of those who are actively paying into the scheme, actively receiving their pensions and those who have left the scheme. The members are made up of employees and ex-employees of the council or council supporting organisations.

Case Study CFH Chelsea And Kensington Pension Fund
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8 hybrid mail users
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Secure mailings
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Effective partnership
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13,000 members
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Time sensitive
Icon Revenue
Cost savings
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Expert support
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CFH Docmail

The brief

There is a dedicated team, that sits alongside the HR department that manages the pension process, with the Head of Pensions and HR Management Information leading the team. The lead is tasked with ensuring that everything runs correctly, per legislation requirements, continuously looking at how improvements can be made and ensuring the complete end-to-end operation offers members everything they need.

As their previous outsourcing process came to a natural end, Royal Borough of Kensington and Chelsea Pension Fund (RBKC), were bringing the management of their administrative process back in-house.

Post is a vital communication tool within the organisation, acting as a resource to communicate, engage and update members of the pension scheme. Because of this and its member base

demographic, it has become a preferred method of choice for many of those enrolled on the scheme, acting as a visual, hard-copy representation of the pension fund. Moreover, this method is relied upon to deliver legislative information, that is required to be sent in this format on an annual basis.

To help manage this process the pension department required an alternative solution of managing their communications, rather than opting for an in-house approach, so that the process remained streamlined and effective for the department.

Case Study Logo Royal Borough Of Kensignton And Chelsea Right

The solution

With security, precision and time-sensitivity key elements in a partner, they reached out to CFH's Business Development Manager, through Surrey County Council. With a proven history, a recognised government framework supplier and with an existing understanding of their communication requirement, they wanted to continue their partnership and begin the management and sending of their communications directly with CFH Docmail.

Initially, RBKC were looking at adopting a completely managed service solution, whereby their communication management becomes automated for large-scale communication touch points. However, with a 4-week deadline for their end-of-year April mailings, discussions began for an interim solution that allowed them to begin sending communications instantly. This is where hybrid mail differs.

The BDM suggested to RBKC that our Docmail hybrid mail solution with Print Driver was the ideal solution and this was rolled out in just a week.

The process

The implementation of Docmail was straightforward from the outset with CFH on hand to answer any questions and provide support when required. Training sessions were arranged to provide the 8 members of the pensions team a complete step-by-step overview of the process and removed any hesitancy about using the system. The team members were able to ask any questions and see the benefits of the system from the very beginning.

The Docmail Print Driver is compatible with the Altair pension system that RBKC use, allowing the team to create documents within Altair, that can then be printed directly to Docmail via the ‘file, print’ functionality. This allowed their processes to remain the same, so offered ease of use.

Within this process, the team are able to see a print proof before proceeding with dispatch, so that any errors are noticed and a double-check process is in place.

The system allows RBKC a means of managing and sending high quality, accurate member communications in a cost effective, efficient and reliable way that provides impressive time savings to the organisation. Everything is managed online, allowing the team to complete mailings wherever they are based.

Furthermore, the support and guidance from CFH on how to use the system to communicate seamlessly with their members have been critical in their onboarding and use of the system, allowing the relationship between the two organisations to grow from strength to strength, which was done virtually due to COVID-19.

The results

Royal Borough of Kensington and Chelsea are now sending thousands of documents a month through the Docmail Print Driver, providing the team with an easy-to-manage and instant way of communicating with their audience members. This amount is set to increase over the coming months, as RBKC transition more of its mailings over to the system beyond its monthly and annual statements.

The Docmail Print Driver not only acted as an interim solution but has now become a system the pensions team use on a day-to-day basis.

The partnership has allowed RBKC to communicate effectively with their members when required, providing a positive experience from the pension scheme and helping build upon their important relationships within their community. The work conducted by RBKC and CFH has allowed the pension scheme to send communications in a time-sensitive manner, with postal touchpoints continuing to be a vital communication media for their organisation.

CFH Docmail provided excellent support to us in helping to ensure that all our pension documents, payslips and forms could be printed and mailed as part of our pension administration service transition. They have continued to deliver value for money and a high-quality service.

Head of Pensions and HR Management Information,,
Royal Borough of Kensington and Chelsea Pension Fund

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