Developing our relationship for changin’
times
Mark Whitby
Employer Services & Funding Manager
LGSS Pensions
Agenda
• A changing pensions landscape
• A changing customer relationship
• A new administration strategy
• The building blocks of our relationship
The changing pensions landscape
• CARE and pensions reform
• Auto enrolment
• Political and
financial pressures
• Customer expectations
• The march of technology
Exponential times - a connected society
Years for audience of 50 million
Internet devices
38 years
1984
1,000
13 years
1992
1,000,000
4 years
2008
1,000,000,000
3 years
Source:
2 years
“Did You Know?”
The need to raise the information quality bar
Audit scrutiny
Auto enrolment
Valuation
Performance info
CARE
Employer rates
Benchmarking
Media pressures
Self service
Efficiency savings
Data protection
Cost control
Paying pensions on time
The Pensions Regulator
What is an Administration Strategy?
• Written statement of our policy on administration
• Published at Fund level
• Liaison and communication with employers
• Performance targets
• Dealing with unsatisfactory performance
Why introduce an Administration Strategy?
• Deliver high quality service to our customers
• Improve
– Timeliness
– Efficiency
– Quality
• Drive down costs
• Ensure consistency in performance
Defining our relationship
• Service Level Agreements set out our relationship
• Identify respective duties and responsibilities
• SLA agreed with each employer
• Sets out support mechanisms
• Sets out performance targets
• Set out poor performance measures
Next steps
• Formal consultation concluded late last year
• Pension Fund Board approval at the end of March
• Administration Strategy published early April
• We will also publish consultation
responses
• Contact employers regarding Service
Level Agreements
Reporting and reviews
• Regular performance monitoring
• Performance reported annually against key indicators
• Whole fund, LGSS Pensions and employer
performance indicators
• Biennial review meetings
• SLA reviews
The building blocks of our relationship
• Dedicated employer liaison team
• Professional advice and support
• Clear employer communications
• Website
• Flexible solutions: Self Service and i-Connect
• Training and events
Advice, support and communications
• Access to a team with over 600 years combined
pensions experience
• Dedicated employer contacts
• Pool of professional talent for
technical enquiries
• Regular Pension Bulletins
• Advice provided through website
Pensions website
• Clean, fresh design
• Available 24/7
• Easy navigation
• Regular updates
• Please feedback
Employer Self Service
• View and amend data remotely and securely
• Provide us with new starters,
amendments and confirm leavers
• Project benefits
• Benefit calculations (including strain costs)
• Upload documents and interfaces
Employer Self Service
i-Connect
• Automatic enrolment solution now live
• Monthly data extract uploaded to secure Employer Hub
• “Straight through” processing of new starters and
amendments
• Contact employer team
for more information
Training and events
• General training on employer duties
• Themed and bespoke training
• Training to improve
performance
• Biannual Employer Forums
• Attendance at employer events
Future developments
•
•
•
•
•
Member Self Service
E-learning
A fully converged team and contacts
Improvements based on feedback
Roll out of comprehensive employer training plan
Conclusions
• The pensions landscape is changing
• An Admin Strategy helps us meet these demands
• The SLA sets out our respective responsibilities
• Our services, support and solutions help you efficiently
meet your responsibilities
• We are here to help and welcome all feedback
Any questions?
Northamptonshire Fund
[email protected]
(01604) 366537
Cambridgeshire Fund
[email protected]
(01223) 715445