Hybrid Mail Customer Guide

Contents

1. 1.1 2. 2.1 3. 4.

Hybrid Mail overview............................................................................................................ 3 Service levels........................................................................................................................................................ 3 Hybrid Mail process..............................................................................................................4 Hybrid Mail process – 2 day..........................................................................................................................4 Hybrid Mail benefits. ............................................................................................................ 5 Submission methods............................................................................................................6 Key features........................................................................................................................... 7 Online tracking and document management...................................................................................... 7 Electronic letterheads and attachments................................................................................................ 7 User management.............................................................................................................................................. 7 Template driven rule creation...................................................................................................................... 7 Management information............................................................................................................................... 7 Document integrity........................................................................................................................................... 7 Security................................................................................................................................................................... 7 Data security.........................................................................................................................................................8 Physical security.................................................................................................................................................8 Other features......................................................................................................................................................8 Product specification...........................................................................................................9 Printing....................................................................................................................................................................9 Paper........................................................................................................................................................................9 Envelopes...............................................................................................................................................................9 Indicia.......................................................................................................................................................................9 Return address....................................................................................................................................................9 Entry qualifications............................................................................................................. 10 Minimum volumes............................................................................................................................................ 10 Addressing standards.................................................................................................................................... 10 Address fonts..................................................................................................................................................... 10 Document template.........................................................................................................................................1 1 Forecasting volumes...........................................................................................................13 Technical support. .............................................................................................................. 14

5.1

5.2 5.3 5.4 5.5 5.6 5.7 5.7.1 5.7.2

5.8 6. 6.1 6.2 6.3 6.4 6.5 7. 7.1 7.2 7.3 7.4

8. 9.

1.0 Hybrid Mail Overview

1.1 Service levels

Hybrid Mail is an innovative service that allows users to send documents, invoices, and letters directly and securely from their computer or back office systems via the internet to Whistl. The item is printed, fulfilled, and mailed on a 2 day or 3 day-definite service from one of our UK production centres. With easy-to-use software, offering security and flexibility, along with the highest levels of quality and document integrity, it couldn’t be easier.

Hybrid Mail documents can be sent using a 2 or 3 day-definite service.

To send your mail using Hybrid Mail 2 day service, all of your items must be submitted by 16.00 on day 0.

Hybrid Mail Product Guide / October 2015 / V2

2.0 Hybrid Mail process

2.1 Hybrid Mail process – 2 day

DAY 0

Submission Ensure your documents conform to the product guidelines Submit your documents using one of the submission methods

Transmission Documents are encrypted and compressed

Documents are given a unique reference number Printing and mailing instructions are recorded Documents are transmitted via a secure port to Whistl Data Centre

Document processing Your documents are processed by the Hybrid Mail system Documents are consolidated and mailsorted Documents are securely transmitted to Production centre

Production Documents are unencrypted for printing Documents are printed as per instructions Documents are folded and inserted into envelopes Letters are placed into Royal Mail bags and sealed Bags are delivered to the Whistl Depot

DAY 1

Postage Bags are mailsorted to Royal Mail specifications Bags are delivered to Royal Mail IMC’s

DAY 2

Delivery Mail is delivered by Royal Mail postman

Hybrid Mail Product Guide / October 2015 / V2

3.0 Hybrid Mail benefits

• Increased document integrity – track and trace items through the production process and ensure that all items are processed • Improved management information – greater visibility of all documents produced and on-demand management information • Improved document quality – control your letterheads, stationery and attachments and achieve high quality and consistent production of documents • Faster communications – get documents to recipients quickly and securely

The Hybrid Mail product range offers its users a range of benefits including: • Reduced operational costs – optimise document outputs to achieve the maximum cost savings on labour, consumables, print and postage • Reduced investment – reduce investment into expensive production machinery such as folding and inserting machines and franking machines • Reduced maintenance costs – no need to maintain expensive and/or outdated machinery • Increased productivity – no longer manually prepare documents to be posted, so more time can be spent carrying out core tasks and increasing productivity

Hybrid Mail Product Guide / October 2015 / V2

4.0 Submission methods

There a number of ways you can send documents to the Hybrid Mail service: You-Send/“portal” – for documents created on the desktop, You-Send is a Microsoft Windows print driver that supports the manual submission of documents. The You-Send service is like printing to the local printer in your home or office. Once the Hybrid Mail printer has been selected you can choose your print options and add any letterheads or attachments before sending for printing. Submitted documents can contain single or multiple mail pieces. Alternatively a PDF can be uploaded directly into the portal. Auto-Send/“Hot Folder” – for documents created by your organisation’s back office systems, Auto-Send/ Hot Folder is a service that supports drag and drop submission of documents via SFTP. The Auto-Send/Hot Folder Service allows PDFs to be dropped into a folder which will govern its production method (i.e. Colour Duplex, Mono Simplex etc). Submitted PDF files can contain single or multiple mail pieces. Our automated scripts will then process these in accordance to set parameters and reports sent after processing for consolidation.

For full details of using the software and technical requirements please refer to our user guides.

Hybrid Mail Product Guide / October 2015 / V2

5.0 Key features

5.1 Online tracking and document management Within the secure Hybrid Mail portal, users are able to track and manage documents that have been submitted. Users can delete their submitted records from the print queue for that day. All documents are available for six months after submission and the archive can be searched using a number of criteria including the reference or job number, recipient’s Letterheads and attachments can be added electronically to your documents for later printing. To do this you simply upload a PDF of the letterhead or attachment to the secure online portal from where they can be added to documents as part of the submission process. Letterheads and attachments can then be made available to your entire organisation or to specific departments and users. 5.3 User management New users and departments can be easily created with specific privileges applied to different levels. This function gives you full control over the stationery and attachments that staff can use in document creation. You can also control the printing options as well as letterheads and attachments that users can access to ensure appropriate options are applied. 5.4 Template driven rule creation The ‘document type’ functionality allows the user to create a set of business rules around a specific template, these rules include: Number of pages per document: This can be set to 1 page, 2 page etc or a section of text can be used to split each document out for a mixed number of pages Address Capture Area: Define where your address data sits on the page. The system can then move it to the standard position for the window envelope name or any line within the address block. 5.2 Electronic letterheads and attachments

Print options: simplex/duplex and mono/colour Paper options: selecting letterhead or plain paper Attachments/inserts: adding any electronic or pre-printed attachments or inserts 5.5 Management information The solution provides full management information on the documents you have sent allowing you to monitor and control the printing and postal costs within your organisation. Information can be provided at an organisation, department or user level as required. 5.6 Document integrity Our backend production process operates full tracking of documents from initial receipt through to successful despatch with 100% document integrity being assured at individual page level. Every received document is assigned a unique identifier. This identifier is added to every front page of the document in the form of a non-intrusive 2D barcode (see below) which allows each document page to be identified and tracked through the production process by real-time reference to a matching database entry. This process also ensures that the collation of the document is performed correctly in terms of sequence and overall set integrity, and that all the documents you send have been printed and despatched. 5.7 Security All the data contained in your documents is subject to strict data and physical security processes, a high level overview of which is detailed below. 5.7.1 Data security All parts of the software have full access control measures and users are required to login using a username and password

Hybrid Mail Product Guide / October 2015 / V2

5.8 Other features

• All data is compressed and encrypted to 128 bit and all document transition takes place over a secure HTTPS or SFTP connection. The data remains encrypted until it is printed • The Whistl server receiving the data is housed in a secure, hosted, data centre • After 14 days of the data being printed and posted, all data is deleted and space overwritten on the servers • All information submitted to, and processed by, the Hybrid Mail system will be treated as confidential, as per the Whistl Protection of Information policy 5.7.2 Physical security • The production site is a highly secure site with CCTV, 24 hour security, alarms, secure perimeter fencing, personnel screening, and visitor access control • The production process is fully accredited to ISO/ IEC 27001:2005. (information and data security) • All authorised personnel are fully compliant with the Mail Integrity Code of Practice and are subject to vetting and CRB checks before employment in accordance with C&CCC (APACS) Standard 55 • All authorised employees are mandated to sign a Non Disclosure Act as part of their contract of employment • The only human intervention in the process is when printed data is transferred to automated fulfilment equipment • For full details of our security and data protection process please contact Hybridmail@whistl.co.uk

The other features of the product include:

Full audit trail – all your documents have a full audit trail that details when they were sent, where and who to, and at what time they were submitted and printed 24 hour availability – the system is available 24 hours a day 7 days a week to ensure that customers can access the system at any time to take advantage of the production window or to carry out document activities at non-peak times of the day Robust and reliant – the system is designed for full resilience and robustness and has back up facilities in place in the very rare event that part of the solution should fail Scalability – the solution is fully scalable and can handle all your document requirements however many items you send Custom look and feel – the print driver and the user website can be tailored to suit your own organisation’s image (reskinning), this includes adding your logo and corporate colours (costs may apply) Ease of use – all the Hybrid Mail applications and interfaces are intuitive and easy to use even for those who are non-IT literate. Workflow authorisation – workflow processes can be set up for any documents that need management approval before being posted Select your posting dates – select the date that you want your letters posting using a simple calendar system Extracting document references – we can extract specific pieces of data from your document, such as a reference or invoice number, which can then be used to search for the document in the document store, or be provided as part of your management information

Hybrid Mail Product Guide / October 2015 / V2

6.0 Product specifications

6.1 Printing All documents can be printed as • colour or mono documents • single or double (duplex) sided Printing quality is set at 600DPI

6.4 Indicia Whistl will automatically print the Whistl indicia onto the envelope; this will be positioned in the top right corner of the envelope. 6.5 Return address Whistl will automatically print a generic return address onto the back of all envelopes; the return address will be the designated returns office of Whistl. All items returned to this address will be securely destroyed as part of our returns process. We are able to offer our customers a returns service where we return the items unopened directly to the customer either in physical or electronic format. If you require this service please contact your Whistl account manager.

6.2 Paper We use standard A4 90gsm brilliant white paper, all paper used is made from FSC sustainable sources. 6.3 Envelopes We use standard white C5 windowed envelopes; all envelopes are made from FSC sustainable sources.

Hybrid Mail Product Guide / October 2015 / V2

7.0 Entry qualifications

7.1 Minimum volumes

Typefaces with the following characteristics are also suitable: Size – Height: 2mm min; 7mm max.Width: 7mm max Dimension – minimum ratio of lower case height (b) to upper case height (a) of between 2:3 and 3:4. A ratio of width (c) to height (a) of approximately 2:3 Consistency – each line of the address should be in the same typeface and size Quality – characters must be complete, clear, uniform and of high resolution with individual stroke thickness of between 8% and 16% of the height of the character Contrast – there should be a contrast between the characters and the background on which they are printed of at least 50% (55% if it is to be read through a window) Character spacing – there should be a fixed pitch of between 10 and 12 characters per inch (or between 15 and 8 point size), with clear vertical gaps of at least 0.25mm between the extremities of adjacent characters. If you are using proportionally spaced text, please ensure you keep spacing of at least +0.75 as this significantly improves the rate at which addresses can be read Line spacing – allow uniform spacing between all lines of the address of at least 1mm (5 points)

There are no minimum volumes to using the Hybrid Mail products. 7.2 Addressing standards 7.2.1 UK Addresses All addresses must have a full and accurate address including postcode where possible. If your document does not have an accurate address then we cannot guarantee that it will be delivered within our 2 day SLA. 7.3 Address fonts Where possible all addresses must contain a recognised OCR font. A list of recommended typefaces can be found below:

Arial 10-12pt regular Avant Garde 11-15pt regular Century Schoolbook 10-11pt roman and bold Courier 10-15pt regular and bold Courier New 10-15pt Frankfurt Gothic 10-12pt Franklin Gothic 11-14pt book Geneva 10-12pt regular Helvetica 12-14pt regular and bold News Gothic MT 10-12pt regular and bold Universe 10-15pt regular and bold Verdana 10-12pt regular Letter Gothic 12pt regular Lucinda Console 12pt regular Lucinda Sans Typewriter 12pt regular Monaco 12pt regular OCR B 12pt

Hybrid Mail Product Guide / October 2015 / V2

7.4 Document template

All items sent using the Hybrid Mail service must follow the correct template so that we can ensure the address is always visible in the window and that we are able to add the required production markings. The following rules must apply: • There must be a clear margin of 10mm on all sides of the document • The address box must be no larger than 78mm wide and 50mm tall. It must be positioned 19mm from the left side of the document and 47mm from the top of the document. • There must be a clear space within the document window for the CBC & 2D barcode this will be 10mm high from the bottom of the address window and cover the full width 80mm of the document window • There must be a clear space 12mm wide and 12mm tall which must be positioned adjacent to the right hand edge of the document and 227mm from the top of the document See the document template guide overleaf for the full description, dimensions and format. The system can automatically amend your document to fit within this template without the need to make amendments to the source document.

Hybrid Mail Product Guide / October 2015 / V2

10mm Margin on all four edges

47mm

Our white address block 78mm

19mm

50mm

10mm Margin on all four edges

Hybrid Mail Product Guide / October 2015 / V2

8.0 Forecasting volumes

Customers are not generally required to forecast volumes in advance however we appreciate 2 days notice of any mail volumes that exceed the customer’s normal mailing level.

Hybrid Mail Product Guide / October 2015 / V2

Our customer services and technical support team are available to assist you with any questions or issues you have. You can contact them by Email Hybridmail@whistl.co.uk There is also a full frequently asked questions section online at www.whistl.co.uk 9.0 Technical support

Hybrid Mail Product Guide / October 2015 / V2

Whistl Ltd Meridian House Fieldhouse Lane Marlow Buckinghamshire SL7 1TB

Tel 01628 861503 Email moreinfo@whistl.co.uk

www.whistl.co.uk

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