After taking the time to understand the SPPA’s business model, strategy and key objectives, Pulsion proposed that the creation of a secure web based case management system where members and pensioners could access their information simply and securely would be the best approach, allowing the SPPA to stream-line processes for service delivery whilst reducing overheads both within the agency and for employers. This partnership not only resulted in the SPPA achieving a more streamlined business model but transformed the way in which members and pensioners viewed and managed their pensions.
The SPPA requested a two-phased approach to the creation of these services, firstly with the development of a member secure system followed by the creation of a pensioner system.
Before the member system was set up, 220,000 members received their annual benefit statement on paper. The main aim of the new member system was to create a secure web based portal that members could access via an authenticated password system. After logging in, members would be able to view their current benefit statement online and build up a benefit statement history. This would drive down the costs for the SPPA and Employers.
Prior to implementation of the pensioner system, 140,000 pensioners received a payslips, their P60 and an annual percentage increase letter each year. These items were generated from the payroll system, printed and sent to the pensioner at their home address. The new system enables pensioners to manage their own documents online by logging into a secure web-based portal, via an authenticated password system and view their documents.
Having a system that allows users to view, download and print their pension details via a secure website has completely revolutionised how the SPPA operates as well as dramatically improving the customer experience.
This project has resulted in significant savings for the SPPA with a reduction in overhead costs involved with printing and postage of paper documents and there is a high level of customer satisfaction among users.