National Card Scheme for Disabled Cinema Goers
We have been delivering the customer service, application verification, card printing & fulfilment for this scheme for nearly 20 years. Our experienced team offer first line support to D/deaf, Disabled and Neurodivergent people every day that have access requirements when visiting the cinema.
This includes providing the front-facing website, back-office application platform and membership verification.
ABOUT THE CARD SCHEME
This is a paid-for, national ID Card scheme that aims to ensure greater consistency across UK cinemas, and to ensure that visiting the cinema is an inclusive and enjoyable experience for all.
Some disabled people need to be accompanied by someone else to enjoy the cinema experience. The card allows a cardholder to be accompanied by someone, free of charge, when they purchase a ticket to visit a participating cinema with that person.
OUR INVOLVEMENT
We have been involved with the card scheme since 2005. We administer and manage all aspects of the scheme.
Dedicated call centre with full-time customer service staff
Our trained staff handle customer enquiries, application queries and provide card information via telephone and email, as well as liaising with cinemas when required.
Eligibility verification and application processing
Our team of card services staff process all online and postal applications, verifying the eligibility criteria. We also handle all of the renewal process inhouse.
Back-office administration, including API Integration with cinemas
We manage and maintain a linked back-office administration platform for processing online applications, handling card payments, communicating with card holders and handling renewals. This is a bespoke technology platform created by us.
We also created and maintain an API to allow participating cinemas across the country to look-up card holder details in real time to validate cards.
Front facing website
We host, manage and maintain a fully accessible external website where applicants are encouraged to apply online
Card personalisation and printing, fulfilment and mailing
We personalise cards with bespoke security features inhouse, printing photographs and data using our sophisticated printing technology. These cards are then matched up to a personalised letter via our match mailer and fulfilment machine, then mailed directly to card holders.
Building accessibility into the service we provide
We engaged disability advisors during the website build to ensure we built it to accessible standards. This included testing with a variety of disabled audiences. We ensure that people can contact us via the communication channel they are most comfortable with; including a textphone service and connection to BSL interpreters.
