Moments that Matter. Post-forum survey highlights. By the Employee Relationship Management (ERM) team

Transcription

1 Moments that Matter Post-forum survey highlights By the Employee Relationship Management (ERM) team

2 Executive Summary Regional Employer Forums (REFs) feedback from the interactive session 702 post it notes were used across the four days at the Regional Employer Forums (REFs) in April Of 702 individual posts, 383 were considered Employer or Member pain points. 319 possible solutions were identified for these issues. After analysing this data, 648 separate employer comments with their corresponding solutions were identified and will be what is used by the Employer Relationship Team to help priorities our engagement with employers. Below is a % breakdown of submissions against each Moment that Matters 21.76% Recruitment and promoting the benefits of the scheme as part of the overall benefit package 18.98% New recruits join the scheme 5.56% Employer submits interface 6.94% Receive Data Validation Report (DVR) from interface submission 33.94% Responding to members pension queries 13.27% Crystallisation/ member leaves

3 Top Priorities Moments that Matter feedback Getting the member to understand the benefits of being a member Pension Questionnaire and New Joiner tool Starter Pack distribution delays Third Party engagement with employer shared service Interface and data validation report formatting and lack of interface experience within the employing department Data Requests (DR1) Format, volumes, unwarranted request and the need to send to current employer Effectiveness of Employer Helpline Members expectations and understanding of timescales/endto-end process of applying and receiving benefits

4 Executive Summary Employer online survey You responses have helped us to prioritise the changes we are making in line with key employer pain points. From the 83 surveys completed, 77.5% of you fed back a positive response when asked how easy it was dealing with Civil Service Pensions. 251 Surveys were sent to employers with 83 completed surveys returned (33.1%). After analysing this data, we ve summarised 8 key question responses which highlight employer s priorities. We re now using this insight across the Employer Relationship Team to help priorities our engagement with employers. Survey Questions 1 How easy is it to deal with Civil Service Pensions? 2 Select the answer which best describes the service we currently provide to you? 3 What is the most challenging aspect of pensions administration? 4 How can we improve the way we work together? 5 How well are the benefits of the Civil Service pension scheme promoted to new joiners? 6 What more could we do to support someone who joins the Civil Service pension scheme? 7 How can we help you deal with queries from members about their pensions? 8 If we provided online pensions training, which of the following courses would you be most interested in attending?

5 Employer Online Survey Results (1-4) We asked... How easy is it to deal with Civil Service Pensions? How can we improve the way we work together? Select the answer which best describes the service that we currently provide? What is the most challenging aspect of pension administration?...you said: 77.5% of employers said it was OK Very Easy to deal with Civil Service Pensions. Some employers said it was difficult when dealing with data requests and the Employer Helpline. 32% of employers said that improvements to the way we communicate would improve the way we work together. 75.9% of employers described the service Civil Service Pensions provides as 'supportive, consistent, knowledgeable, reliable and high quality'. 24.1% of employers described the service we provide as inconsistent and inefficient. Managing Data Requests' was the most challenging aspect of pension administration.

6 Employer Online Survey Results (5-8) We asked... How well are the benefits of the Civil Service pensions scheme promoted to new joiners? How can we help you deal with queries from members about their pensions? What more could we do to support when someone joins the Civil Service pension scheme? If we provided online pensions training, which of the following courses would you be most interested in attending?...you said: 63% of employers described the promotion of benefits to new joiners as satisfactory. Some employers said it was not very well promoted. 41% of employers highlighted that improvements to the website would help them to deal with member queries. 30.3% of employers voted 'provide video based web content to deliver information about the scheme' as the most beneficial addition to our training platform to assist with new joiners. The number 1 course voted for was the 'Introduction to the Civil Service pension scheme'.

7 Initiatives We will deliver these initiatives in response to the feedback. Employer performance MI Packs Review of the new joiner process Monthly Employer Hot Topics Hints and Tips Voice of the Employer Online Employer Administration Guidance tool Review of the EPG Employer Escalation/ Pending protocol process We will provide a progress update of these initiatives during the Regional Employer Forums in the autumn.