Delivering compensation for the Department of Energy and Climate Change.
We took on the contract to administer the coal health compensation schemes, the biggest personal injury schemes in British legal history, in February 2004. This involved the TUPE transfer of approximately 1,250 staff to Capita, and the immediate instigation of a business improvement programme.
The programme introduced improvements across a number of key areas including reengineered processes, increases in productivity, greater strategic planning and enhanced IT provision.
As well as focusing on delivering efficiencies in the processing of claims, we also introduced a number of people related initiatives that saw a 12% increase in staff satisfaction levels and an 8% fall in attrition within 18 months of the contract transfer.
We successfully renewed our contract in 2006, becoming the only existing supplier to be re-awarded a coal health contract by DECC. Throughout this time our pro-active approach has supported a number of significant policy changes, which have improved the handling process, reduced the number of enquiries received and ultimately reduced the workload for MPs and Government officials.
Since Capita took on the contract, the coal health business has secured the following awards:
- Ambassadors for Excellence Blue Riband at the 2008 London Excellence Awards
- Awarded 'Five Star Recognised for Excellence Status' by the British Quality Foundation in 2007
- North of England Excellence Award 2007
- 'Special Achievement Award' for employee satisfaction at the 2007 UK Business Excellence Awards
- Recognised for Excellence at the 2006 UK Business Excellence Awards
It is also certified to ISO 9001, ISO 14001 and as an Investor in People.
As the contract has begun to run down, we have worked in close partnership with our client and other key stakeholders to minimise the risks associated with closing the schemes. This has included the creation of a dedicated coal health team within Capita’s existing offshore facility, which can provide back office support and additional resource for workload peaks. Initiatives such as this one are helping to bring the schemes to an end in as timely and cost-efficient way as possible, and critically ensuring all claimants receive their compensation payments within a reasonable timeframe.