Pension Transformation Programme
From SR
Purpose
The Pension Transformation Programme is an ambitious programme that will result in the transformation of The Pension Service business, organisation and supporting systems. This reform will support the Government’s commitment to the delivery of efficient, high-quality public services.
It will deliver a Pension Service that:
- increases take-up of entitlements to reduce poverty
- improves customer service
- improves efficiency
Background
At present, fragmented business processes and lack of communication between legacy IT systems can mean that up to seven contacts are needed with a customer who wishes to claim both Retirement Pension and Pension Credit. Customers have to repeat previously given information, increasing the scope for inaccuracy. Up to three months can be required to train staff in complex processes and systems.
Under the new operating model, supported by new IT, first-line customer agent teams would handle both State Pension and Pension Credit, allowing a customer to make claims for both in the same contact. In 50% of cases, this will enable customers to know the amount of their entitlement at the end of their call. There will be no paper-based processing. There are also advantages in terms of improving take-up. Specialist teams would be available to handle more difficult claims, with on-screen access to information previously given, so that callers would not have to repeat details.
In 2005, The Pension Service began to transform the State Pension application process by providing a modernised telephone-enabled service that is faster and simpler. Customers are now able to make their claim to State Pension in one phone call, at the end of which they know their entitlement and when they will receive their payments. These new services began in August 2005 in Newcastle Pension Centre, which serves London customers and was extended in November 2005 in Dundee and Swansea Pension Centres.
Stages
The Pensions Transformation Programme is being introduced in six stages (Waves 0 to 5), with different phases adding new functionality and benefits:
- Wave 0 involves pulling forward some of the business processes and efficiencies in PTP that are not reliant on IT.
- Wave 1a, to be introduced in Dundee, Newcastle and Swansea Pension Centres, is expected to speed up State Pension claims. *Wave 1b - Between April and September 2006, all 'transformation sites' will receive State Pension and Pension Credit IT that will enable customers to make claims for Retirement Pension and Pension Credit together
- Waves 2a and Waves 2b are expected to complete this process.
- Waves 3-5 gradually adding richness and functionality to what has been put in waves one and two, although they also appear to present significant opportunities in terms of increasing take-up of a range of benefits.
