BBC - TV Licensing

The BBC's TV Licensing Service

  • Hardware: Exchanged old hardware for new
  • Savings: £220m over 8 years
  • Consultancy: Strategic review of 5 key areas
  • Software: Improved data security and control
  • Service: Response within 2.5 hours instead of 4
  • Green: Lower carbon footprint


In 2011, Capita won the contract to administer the BBC's TV Licensing function for 8 years. TV Licensing (TVL) contacts, chases and collects the license fee from around 96% of UK households every year. This equates to £3.7 billion in license fees which the BBC uses to fund its programmes and services.

TVL is enjoying huge improvements in efficiency, and serious savings as a result, to the tune of £220m over 8 years. This includes the provision of a mailroom service, a managed print service and an outsourced print solution.

Capita's strategic review of current practises and processes enabled them to pinpoint five key areas where significant improvements could be made. Capita was then able to bring a number of its integrated services into play to optimise the way information and tasks flow through the organisation.

The Solution

Communications in - mailroom services TVL agreed to move their mailroom services to the dedicated Capita business, and now every piece of correspondence entering TVL is automatically re-routed. That's around 17,000 items of mail, and 4,000 items of returned mail every day.

On arrival, all correspondence is recorded using innovative data capture technology before being forwarded electronically. New scanning hardware and innovative scanning software combine to allow for speedy same-day scanning and cheque banking, whilst all customer and transaction information is captured immediately and securely. To complete the process, obsolete documentation is securely shredded or archived.

Managed print - managed print services

Capita were able to reveal to TVL the true cost of their printer fleet and processes. Ageing, inefficient hardware, poor printing and scanning practises, and the lack of any SLA (service level agreement) meant the organisation's print operations were more of a hindrance than a help to workflow.

Capita exchanged old hardware for new, including multifunctional devices which allow TVL staff to print, photocopy and scan straight to email. Print management software was installed with pullprinting, allowing users to authenticate themselves on a device with their security card in order to release print jobs and reduce waste. And when a problem arises, a new SLA means a response within 2.5 hours instead of 4.

Communications out - transactional print and mail

During the consultative period Capita identified that efficiencies could be realised and savings made if TVL were to change the way they:

  • Improved access to user services
  • Printing from mobile devices, tablets, laptops, and off campus printing
  • Print cheques

For standard correspondence, data is now delivered daily to Capita direct from TVL via a secure file transfer protocol (SFTP). An automated workflow process then adds all the necessary information such as customer details, to the data to create the correspondence before sending it out via the customer's preferred communication channel.

Printing, fulfilment and mailing of all ad-hoc correspondence is now handled within Capita's automated centralised production facility using hybrid mail.

And printing cheques no longer presents a problem thanks to the introduction of a numberless cheque solution. Capita holds seven cheque templates which are populated with the correct data on demand as required.

The Benefits

The new contract represents cost savings of over £220m for the BBC over the life of the contract.

  • Increased productivity - With time-taking tasks now redirected off-site, staff are free to focus on core business objectives.
  • Improved quality and control - All customer correspondence is professionally produced ensuring branding compliance and quality control across TVL's document portfolio.

Key Outcomes 

  • Reductions in cost
  • Organisation-wide efficiencies
  • Protected brand image
  • Improved data security and control
  • Lower carbon footprint
  • Delivered Savings of £220m
Capita provided us with an exceptional piece of programme work, and let nothing get in the way of successful delivery. The end result is a much improved and efficient service that supports our business beyond our expectations. An exceptional team to work with.

 Terry Boynes, Partnership Director, TVL