DEEC offers scheme to Capita Insurance Services for further seven years
Capita Insurance Services has won a seven-year extension on the contract to administer the national concessionary fuel scheme on behalf of the the Department of Energy and Climate Change (DECC).
The scheme provides entitlements to solid fuel and cash in lieu of solid fuel to ex-employees, and their widows and widowers, of British Coal Corporation.
Capita, which has been administering the scheme since 2004, handles 50,000 contacts from beneficiaries of the scheme annually, pays out cash benefits to about 60,000 people and manages entitlements to solid fuel for a further 12,000.
DECC head, coal liabilities, Ian McKenzie, said: “The award of this contract, after a fully competitive tender process, gives value for money to the department and retains all the specialised skills that Capita has built up through providing this administrative service to meet our obligations over a number of years.”
Capita Insurance Services fuel contract manager Sue Wall, said: “In addition to dealing with a high volume of claims and relatively complex entitlement models, the team serves beneficiaries with an average age of 81. Dealing with an older customer base in a caring and empathetic manner, requires specialised communication skills.
“The knowledge and understanding of our customer, the beneficiary, is critical to the customer-focused service we deliver to DECC.”
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