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What’s What Dagenham

ContentsBallot Papers and Electoral Work 2Direct Mail 3Door Drops 4Financial Services Fulfilment 5Financial Tax and Cheque Distributions 6Fully Variable Digital Statement Booklet 7High Quality Personalised Booklet 8Language Solutions 9Local Government Remittance, Revenues and Benefits 10MasterCard and Visa Pin Production 11Offline Ink Jet 12 PCI 13Policy Document Production 14Postal Optimisation 15Regulated Daily Work 16Regulatory Statements 17 Sameday Transport 18Self Mailers 19 Transcription Services 20

Transforming Customer Connections | www.paragon-cc.co.uk

dsi Billing Services was formed in 1999 to provide critical document printing and mailing services exclusively to Local Authorities.

Electoral work includes the following products:

Postal Voting Packs

Ballot Papers

Poll Cards

IER mailings

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Ballot Papers and Electoral Work

Benefits & Key Features• All documents printed and

finished within the Paragon Customer Communications Dagenham site, no third party reliance.

• Govmail can be deployed for high frequency, smaller volume IER mailings to reduce the burden on LA electoral teams.

• Team of in-house experienced developers handling data output from all major electoral systems.

• Account Management team who fully understand the process and the time critical nature of electoral document production.

• Full QC and checking procedure in accordance with ISO9001.


Direct MailA marketing channel that combines data and dynamic content, delivered to the end customerDirect Mail encompasses a wide variety of marketing materials, including brochures, catalogues, postcards, newsletters and letters. Direct Mail advertising is one of the most effective and profitable ways to reach out to new and existing clients, tried and tested.

At Paragon Customer Communications Direct Mail can be printed in different ways. A fully variable Direct Mail job which includes colour personalisation will be produced either cut sheet on the Xerox iGens, HP Indigo or on the Ricoh VC60000 using continuous reel stocks for the larger print runs. Another method for printing Direct Mail is through lithographically printing the base stationery and later adding the personalisation on a cut sheet machine.

Benefits & Key Features• It allows your clients to communicate one-to-one with their target audience.

• Your client controls who receives the message, when it’s delivered, what’s in the envelope and how many people it reaches.

• They are able to add variability in the mail packs through selectively adding inserts.

• It allows your clients to gain new customers through offers and deals and also retain existing ones.

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Door DropsDoor Drops are not just affordable - they are versatile, highly targeted and effective.

Door Drops can be as local as a few streets in a town or they can cover every household in the country. Items can be delivered by local postal staff, via teams of leaflet distributors or as an insert in free local newspapers. They can come in all shapes and sizes. Targeting software can allow clients to select geographic areas where the campaign is most likely to be successful.

Door Drops are used for advertising any special offers or events, build up new product launches or advertise general information such as a new store opening with their opening times.

Benefits & Key Features• Cost-effective.

• They can include samples, steer to store, and ask their opinions.

• Can collect data for use in future activity by including a short questionnaire or prize draw to gather names, addresses and other intelligence on their new customers.

• Promoting start-ups or entering new markets - launch yourself through the letterbox.

• Extending existing databases - find new customers.

• Steering customers into new shops.

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Financial Services Fulfilment is serviced by Paragon Customer Communications through a web front end. This can sit as part of the clients Website and be outward facing to the general public or as ordering sites for internal users.Stored on these sites are documents that either allows a client to invest or switch between certain funds i.e. application forms and KIID documents and in addition other documents such as Fund Fact Sheets or Long Form reports which give general information on the underlying funds. The type of output is normally a mix of print on demand and pre-printed literature. The documents can also be sent electronically.

Benefits & Key Features• Using print on demand documents ensures information is up to date and wastage is low.

• Next day despatch for POD documents allows the clients investment to be as swift as possible.

• Print on demand or email.

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Financial Services Fulfilment


Benefits & Key Features• Allows clients to meet their FCA obligations.

• Can be fulfilled by white paper or using pre-printed stock.

• Where possible funds will be consolidated.

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Financial Tax and Cheque DistributionsDistributions are the FCA required documents informing investors of the Fund Performance.

Depending on the investment type, it will contain details of the profit paid to the client by BACS or cheque or the amount reinvested. They are sent out on the anniversary of the original investment; this varies from fund to fund and can be monthly, quarterly, bi-annually or annually.

The personalisation of cheques are produced on a printer with toner that contains an iron oxide, this is more commonly known as MICR (Magnetic Character Image Recognition). This permits the “bank line” information on a cheque to be magnetised and read by electronic bank processing equipment. As part of the quality control process the cheques are validated during the personalisation process using a MICR Qualifier which is a ‘mini’ version of the machine used in the clearing banks. This ensures the cheques meet the accreditation standards before they are mailed out.

Transforming Customer Connections | www.paragon-cc.co.uk Page 7

Fully Variable Digital Statement Booklet


• Bespoke communication to the client with a more personalised look and feel.

• Inclusion of specific articles relating the investment portfolio of each individual.

A Digital Statement Booklet is a premium product which contains the same information as the cut sheet statement. This product allows for greater personalisation by the Fund Manager to the client with a more tailored message and graphics. They can also contain the insert information into a single booklet.

The booklets can be produced either cut sheet on the Xerox iGens and HP Indigo or on the Ricoh VC60000 using continuous reel stocks for the larger print runs. Some clients require pages to be perforated so the end user can detach their financial statement pages from the booklet. This can be done either by having pre-perforated cut sheet stock or for the booklets that require a dynamic perforation, they will be printed on the Ricoh VC60000. The dynamic perforation is applied inline using a perf unit. Once printed, these books are then stitched on an intelligent stitch line. There is an integrity barcode on the edge of the page which ensures that the correct book sets are collated and stitched. These booklets are then enclosed into a C5 or C4 envelope ready to mail out.


Benefits & Key Features• Increases in shore excursions revenue – passengers now have accurate details 12 weeks prior to embarkation.

• Reduced postage costs.

• Reduced print costs & reduced wastage - prior to the fully dynamic booklet, the pack consisted of a generic brochure covering all cruise areas, a letter, order form and separate shore excursion booklets which were generic. This meant a huge stock holding that was constantly changing due to cruise amends.

• Names & Address on back cover for ease of fulfilment.

• Cruise details, embarkation dates and ports specific to the individuals cruise.

• Shore excursions specific to the individual’s itinerary / ports.

• Personalised luggage labels built into the booklet, perforated for ease of extraction but with tear resistant material – colour coded to deck / cabin.

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High Quality Personalised BookletFully individualised, variable paginated booklet printed on multiple materials, perfect bound containing personal detailsThese jobs are generally produced cut sheet on the Xerox iGens. The iGen quality lends itself to this style of booklet as the client is selling a premium / luxury holiday. It is fully personalised throughout and it shows specific details relevant to you for your holiday.The books are made up of two files. There is a file for the covers and a file for the inner text pages. The output is printed two up on SRA3 pages, this is then cut to singles in preparation for perfect binding. The covers and text have a unique barcode which are both scanned when they go through the binding process to ensure the right cover is matched with the correct inner text pages.The books are perfect bound which gives a neat and strong finish.

Transforming Customer Connections | www.paragon-cc.co.uk Page 9

Paragon Customer Communications offer a full range of translation and interpreting services. Access to our linguists can provide extensive subject and language coverage with quick turnarounds.The specialist team of 300+ translators are able to provide bespoke, flexible solutions with proven processes with combined state of the art technology as a service to any business that spans the globe. We are currently able to translate on average up to 2,000 words per day with the ability to harness our resources should a business critical expedited delivery be requiredWe are currently able to offer the following services; Translation and Localization, Subtitling and Voiceovers, Terminology Management, Interpreting, Multilingual Typesetting and Process Optimization.

Language SolutionsBenefits & Key Features• The client now has the ability to

streamline their mail products that require translation services within a single business, from concept to completion.

• Garner a closer relationship with end customers by delivering consistent, accurate and reliable communications.

• Single entity project management and planning.

• International communications can now be executed and managed from within the UK in real time.

• Translations are conducted from memory which means increased productivity, reduced costs and promotes long term consistency.

• In-house team of 300+ translators with an average of 14 years’ experience.

• Extensive subject area coverage in over 150 language combinations.

• A complete panel of 7,800 in country translators to ensure Paragon Customer Communications has the flexibility to accommodate large volume projects.

• Currently offering SMT (Statistical Machine Translation) and NMT (Neural Machine Translated) solutions.

• Accurate translations supported by in country reviews and sign off.

• Multimedia and desktop publishing – ensures multilingual content looks as good as the source material with the correct functionality and layout.

• Subtitling, voiceover and interpreter services available.


Benefits & Key Features• Postage savings through use of DSA partners and document matching.

• Govmail delivers instant cashable savings.

• Govmail drastically reduces internal LA costs associated with users printing and enclosing their own documents.

• Govmail consolidates mail from across all LA departments to secure large postage discounts.

• Often replaces manual folding and enclosing processes which are prone to data breaches.

• Promotes Digital Channel Shift.

• Annual billing project management and execution by experienced team of account managers.

• In-house data development team who have vast experience of working will core revenues systems and their associated outputs.

• Daily and annual bill and benefit letter matching (with % liability validation).

• Fully automated data validation, processing and reconciliation process.

• Use of highlight colour in recovery documents to help improve collection rates.

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dsi Billing Services was formed in 1999 to provide critical document printing and mailing services exclusively to Local Authorities.

Local Government work involves the following products:• Council Tax Billing• Benefit Notifications• NNDR Billing• Council Tax & NNDR recovery documents, Reminders, final notices, summonses• SPD Reviews• BID Billing• Landlord Schedules• Rent Statements• Govmail Hybrid Mail• Gov-U Online Customer Portal• E-billing• SMS Notifications

Local Government Remittance, Revenues and Benefits


Producing Credit and Debit Card Personal Identification Numbers (PINs) for well-known High Street BanksThese banks include Lloyds, Coop and HSBC. It is completed in a secure environment which meets the MasterCard accredited standard for PIN mailer production.

The facility is subject to an annual MasterCard Audit which also allows us to continue to provide a safe and secure service.

Benefits & Key Features• The level of security demonstrated

will protect our client’s business and pro-actively address emerging threats for storage, transmission, and processing of extremely sensitive data.

• Strict Authorisation Facility Access Control.

• Firewalls, switch & router management, internal vulnerability scanning.

• File Integrity Monitoring (FIM), log collection and analysis.

• Intrusion Prevention and Detection systems.

Secure Data Receipt and Retention.

• Strict Compliant Controls, including monitoring sensor and alarm monitoring within a secure PIN Printing Production Environment.

• MasterCard Accredited.

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MasterCard and Visa PIN Production


Offline InkjetAn offline Inkjet product is an item which has been produced and then requires over-printing. It enables you to run a data file and output personalisation, such as names and addresses, onto the product for example a leaflet, envelope or self-mailer. It can also print generic information such as PPI, codes or any other generic text / image.

Benefits & Key Features• It is a flexible device meaning you can personalise any piece.

• Due to it being offline, the previous process can run at a quicker speed.

• Job setup is fast and easy.

• 2 blocks of text / images that can be printed.

• Personalised.

• Can be used to overprint names and addresses or customer specific codes.

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Benefits & Key Features• Secure handling of credit card data within client’s customer communications.

• Reduces the risk of data loss or fraud.

• Safeguards against data breaches and the subsequent danger and distress to end customers, penalties to the client’s organisation and reputational damage.

• Firewalls.

• Intrusion Prevention Systems (IPS).

• Intrusion Detection Systems (IDS).

• Switch and router management.

• File Integrity Monitoring (FIM).

• Log collection and analysis.

• Internal vulnerability scanning.

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As the industry leader in transactional and regulatory communications, we are attested to the highest standard of production environment security.

Paragon Customer Communications completed its certification following an audit by independent Qualified Security Assessor (QSA), confirming its solutions conform to the PCI DSS standard. This attestation of compliance warrants Paragon Customer Communications to meet the demands of credit card companies, banks and other industries that require highly compliant controls protecting data security and integrity in the production of their communications.

We offer a ring-fenced Cardholder Data Environment to enable storage, transmission and processing of extremely sensitive data – supported by specialist production units, robust tools and resources to provide ongoing protection of business and cardholder data and proactively address emerging threats.

PCI


Policy Document ProductionA bespoke fully personalised document used to present policy information in a professional format.This product is ideally suited to Insurance Policies and offers a slick way of providing all the necessary information to the end customer.

These can be produced either cut sheet on the Xerox iGens or on continuous reels on the Ricoh VC60000 for larger runs.

Benefits & Key Features• A bespoke document providing

all required information rather than a sheaf of loose-leaf inserts.

• Small print runs offer the flexibility of daily production on anniversary dates.

• VAT free product.

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Benefits & Key Features• Enables our enclosing machines to run at a faster speed removing the need to mail sort on the back of the enclosing machines.

• Enables the business to pay a reduced postage rate to mail providers.

• Can process mail at DL, C5+ and selected outer envelope sizes in-between.

• Processes mail at 40,000+ packs per hour.

• Has double detection technology.

• Postal Sort Engine Software.

• OCR read technology.

• Integrated Mail Tag Printers.

• Integrated Inkjet head to print mail mark barcodes & Indicia if required.

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The first Vantage Mail Consolidator was installed at Paragon Customer Communications Dagenham in September 2018.The Vantage Consolidator enables our business to consolidate mail volumes to take advantage of mail postage discounts from Royal Mail using Low Sort or Down Stream Access (DSA).It uses pre-set programming and settings to allow the business to low sort mail prior to presentation to Down Stream Access Providers and subsequently Royal Mail. Configured sort schemes control the allocation of pockets to mail sort area codes and allow the printing of tray tags on completion of a full mail sort area code tray.The mail is fed into the machine, scanned for quality, weighed and then sprayed with a mail mark barcode which is then read by the machine and then routed to its correct mail sort code pocket.Operators then unload the pockets once they are full, into a mail tray, apply a mail tag and then palletise ready for presentation to the Mail Provider

Postal Optimisation


At the opening of an account, clients will receive a contract note to confirm the funds and value they have invested. Other daily correspondence could include change of address letters, password letters, commission statements, general letters and complaints.

These can be produced through Paragon Customer Communications applications, output from an LMS / Hybrid Mail solution or pre-composed output from our clients. Most of the daily correspondence is regulated by the FCA. Contract notes must be despatched within 24 hours of the trade taking place, if this does not take place the clients are required to report this as a breach.


• Can be fulfilled by white paper or using pre-printed stock.

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Regulated Daily Work


Statements provide a summary of the investments and performance across all funds invested in by a client. These are generally sent bi-annually or more recently some clients have started to send statements quarterly due to new MIFID regulations introduced by the FCA. These can be supported by additional inserts generally providing regulatory information around the client’s investment.

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Regulatory StatementsBenefits & Key Features• Allows clients to meet their FCA obligations.

• Inclusion of additional inserts to prevent remailing by the clients.

• Can be either a white paper solution or printed on to pre-printed bespoke letterhead.


Benefits & Key Features• Secure delivery (Data, Tender, Pecuniary value).

• Response Time / Ability to prioritise deliveries (even when on route).

• Proof of delivery.

• Sales / Tenders (viewed as beneficial that we operate our own fleet of vehicles).

• Cost Benefits (consolidating deliveries to achieve cost savings).

• Self Employed Drivers (reduced employment costs).

• Seamless access to a range of vehicles external to our own fleet.

• 24 / 7 Operation.

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Sameday TransportSameday operate a range of vehicles starting from small vans, progressing to our largest 26T HGV, offering point to point dedicated deliveries throughout the fleet.

Our ten integral contracted drivers have a wealth of experience and individually they each have an average of more than eleven years association with the business. A major benefit of using this select group of friendly and amenable drivers are the relationships that they have developed over many years and on some occasions it may be the only direct contact between PCC and our customer.


Self MailersA Self Mailer is promotional material that’s mailed without an envelope. It can be anything from a simple postcard to an elaborate brochure or catalogue. They can be a simple as a card printed both sides to something that is folded and sealed. A popular form of Self Mailer incorporates a letter on the inside and a reply card that can be removed and posted back.

Self Mailers are really versatile and allow clients plenty of room for creativity to grab the attention of the end customer.

Benefits & Key Features• Cost effective – Self Mailers are cheaper than sending a traditional direct mail pack. It removes the cost of an envelope, printing multiple pieces and also leads to no labour required to insert contents into an envelope.

• Perfect for Mass Marketing – a Self Mailer offers immediate visual impact and it is an ideal format for delivering concise marketing messages directly to households.

• Common folding configurations for a Self Mailer include the bi-fold, tri-fold, and four-panel fold.

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Benefits & Key Features• ISO accredited.

• Automated Audio.

• Our transcribers have over 20 year’s combined experience in this field.

• Quality and accurate output.

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Transcription ServicesOur Transcription Service is based off-site in Chelmsford and produces Large Print, Braille and Audio Documents on behalf of our Financial Clients. They became part of Paragon Customer Communications in 2015 and achieved both ISO 9001 and 27001 with no non-conformances – a heady achievement for first time auditees.

This is financial and regulatory information so has to be 100% accurate whilst taking into account the nuances for each format – little things like ‘see below’ and table of figures have to be considered and adapted accordingly.Our Audio output is voiced by ‘Serena’ – a software package that reads the written word phonetically, so the scripts have to be mis-spelt to achieve the desired result.Our Braille output is produced using Grade 2 Braille which is a shorthand version, but this still results in one page of A4 equalling three pages of Braille.

V2 September 2019

What’s What, DagenhamEvolution House

Choats Road Dagenham Essex

RM9 6BFTel: 0844 324 1000