2. Administration
2025-26 Review
The year has seen continued improvement in member servicing, with member requests completed within the required timeframes averaging 90%.
Introduction of a hybrid mail system has made a significant impact in the way we manage our postal correspondence to members, making the process quicker safer and secure. The Fund introduced multiple new software products to better support member engagement which included a new member portal, telephone system and data cleansing.
Objectives 2026-27
During 2026-27 we plan to drive three core objectives: 1) meet regulatory requirements, 2) improve member servicing 3) increase operational efficiency.
1. Meet regulatory requirements
- McCloud: we will implement the final phase of remedy by the deadline of August 2026.
- Pensions Dashboard: we continue to improve our data readiness in anticipation of the launch of the public dashboard.
- The Fund will comply with other regulatory changes including outcomes of the government’s recent Access & Fairness and Access & Protections consultations.
2. Improve Member Servicing
- The Fund will continue to develop online processing to give members better options to self-serve within our member portal.
- Offer a multi-channel approach to offer a service that reflects a member’s choice in a safe and secure environment.
3. Increase operational efficiency
- We will continue to develop digital communications, through improved online content and web experience for our members and employers.
- We will automate key processes to drive operational efficiency and reduce risks.