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The UK Post Office plays a vital role in delivering benefit payments to people in the UK without bank accounts. In this case study, Business Value Exchange tells the story of how the Post Office leveraged HP technology to help modernise the UK state benefit payments system.
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How to Modernise the
Benefits System
Business Value Exchange presents HP Enterprise Services case studies
Business Value Exchange presents HP Enterprise Services case studies
The UK Post Office plays a vital role in delivering benefit payments to people in the UK without bank accounts.
In this case study, Business Value Exchange tells the story of how the Post Office leveraged HP technology to help modernise the UK state benefit payments system.
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The challenge
Business Value Exchange presents HP Enterprise Services case studies
The UK Post Office needed to modernise the way it paid state benefits to people. It wanted a technology supplier that could deliver an end-to-end service and implement a complex development program.
The Post Office plays a vital role in making sure people get instant access to their state benefits. Over three million people in the UK collect their benefits using a Post Office card account (POca), a system designed for those who don’t have access to a bank account.
The Post Office needed to modernise the system and wanted to introduce a fully automated direct payment solution. The challenge was huge. With over 11,800 branches across the UK, it’s the biggest post office network in Europe.
The challenge: Modernise the system 3
The solution
Business Value Exchange presents HP Enterprise Services case studies
The Post Office looked to HP Enterprise Services to provide an end-to-end solution and in return got IT improvements and business benefits.
HP had already been working with the Post Office since 2002, when it had set up the POca system and successfully managed the day-to-day operation.
The Post Office awarded HP the contract to modernise the state payment system and was rewarded with numerous IT improvements and changes that benefitted both the business and the customers. The system was updated so that it not only complied with Financial Services Authority (FSA) regulations but also saved the taxpayer money.
Electronic data feeds between the UK government and the Post Office were introduced to increase security and reliability of data, as well as reduce fraud. Financial processes were automated to speed up applications and provide greater security. The modernised system also supported the government’s policy of financial inclusion for the country’s entire population and enabled benefit recipients to have instant access to their cash via simple paperless transactions, improving customer satisfaction.
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Business Value Exchange presents HP Enterprise Services case studies
“The positives for me are that HP operates the card account and that is absolutely crucial in terms of the service it provides to customers. It has to be reliable: It has to do what it says it will, and it has to do it day-in and day-out; and it does.” – Kevin Seller Head of government services, Post Office Ltd.
The solution: Introduce electronic data feeds between the UK Government and the Post Office to increase security and reliability of data, and reduce fraud
The solution: Automate financial processes to speed up applications and provide greater security
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Business Value Exchange presents HP Enterprise Services case studies
Improved service through technology
HP’s solution has helped to improve customer service, creating a better experience for the people relying on the Post Office for access to their benefit payments. The processes for opening Post Office accounts was streamlined and the introduction of access to ATMs enabled benefit recipients to check their balances and collect money at any time of the day or night, without the need to visit a Post Office counter.
Behind the scenes the process was streamlined further. Payments from multiple government agencies, including the Northern Ireland Social Security Agency, the Department for Work and Pensions (DWP) and Her Majesty’s Revenue and Customs are all managed through the Electronic Benefits Transfer (EBT) banking engine. The EBT authorises all transactions, only enabling withdrawals when sufficient funds exist in the account, meaning customers cannot go overdrawn.
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Business Value Exchange presents HP Enterprise Services case studies
The solution: Managing payments from multiple government agencies
The benefits of a modernised system
HP Enterprise Services also play a huge part in the day-to-day running of the operation. 50,000 documents are scanned each month at HP’s scanning centre, including an average of 10,000 requests for new accounts. 700,000 new and replacement cards and over 200,000 replacement PIN codes are issued each year. Millions of quarterly and interim statements are printed and dispatched, and other correspondence, including welcome
packs, is generated through HP’s print fulfilment centre.
This is the largest payment project of its kind in Europe and HP now manages over 3.2 million customer accounts with £25.38 billion in benefits paid annually. The 120 staff at its customer contact centre in the city of Preston deal with an average of 176,000 calls a month and aim to answer 80 per cent of them within 20 seconds.
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Business Value Exchange presents HP Enterprise Services case studies
The solution: Introduced access to ATMs
“The HP product and services set is comprehensive. Offering the services we require within its product portfolio and delivering the benefits it talks about: I’m very happy.” – Brian Deveney Head of Post Office Managed Services and Sourcing
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Business Value Exchange presents HP Enterprise Services case studies
HP’s solution allows the Post Office to manage over 3.2 million customer accounts with £25.38 billion in benefits paid annually.
The 120 staff at HP’s customer contact centre deal with an average of 176,000 calls a month and aim to answer 80 per cent of them within 20 seconds.
50,000 documents are scanned each month at HP’s scanning centre including 10,000 new account requests.
millionbillion paid annually
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Business Value Exchange presents HP Enterprise Services case studies
Our new case study series looks at the real benefits that organisations have gained from modernising their IT systems - not just estimates and predictions.
Accurate planning and careful risk assessment need real data, not guesswork.
Your organisation can benefit from the example of others. That’s why we’ve provided case studies from a cross-section of industries and sectors, from supply chain management and high fashion, to benefit provision and education.
Take a look at more of our resources on the Business Value Exchange website.
Businessvalueexchange.com is brought to you by HP Enterprise Services, in partnership with CIO Magazine and IDG.
Copyright © 2013 HP
