Delivering award winning service and IT innovation for The Children’s Mutual

In preparation for the launch of the new Government Child Trust Fund initiative,
The Children’s Mutual appointed Capita to develop a system to administer the new
funds, from customer application right through to compliance.

“We took responsibility for setting up a new joint service infrastructure that could
efficiently process charge-capped products, such as the new Child Trust Funds,” explains Nigel Purveur (left), Managing Director of Capita Life & Pensions Services’ South West Operations. “Within just 10 months,we developed a completely new policy administration system ready for the launch of the new funds. The Children’s Mutual developed the product while we provided the administration and IT expertise to create a unique end-to-end service including customer service, IT, finance, HR, actuarial and compliance.” 

At the same time, we also took over the administration of The Children’s Mutual’s existing portfolio of policies. The client’s existing services were transferred from Tunbridge Wells
to our Barnwood site within 12 months. This involved end-to-end business transformation
and service provision to support a portfolio of 500,000 existing insurance plans. Since then,
service levels have been enhanced dramatically. Costs are down by 30% and clerical
productivity is 50% higher than in a traditional life and pensions processing area. Over 85% of
applications are now processed without any manual intervention.

The partnership was boosted in November 2007,when Asda chose Capita and The
Children’s Mutual to provide its Child Trust Fund. The transfer of services, including new
business, contact centre and back-office administration was seamless and took just 8 weeks. Capita is now on track to administer 1 million Child Trust Fund accounts on behalf of The Children’s Mutual in 2009.

“Capita’s ability to provide advanced administration and customer contact services to its wide range of clients – and its commitment to extending these service
models to our valued customers – continues to impress us.” 

David White, Chief Executive
The Children’s Mutual