Booking a Pension Wise appointment: An overview of the appointment booking process, activities and outcomes for Pension Wise.

Transcription

1 Booking a Pension Wise appointment: An overview of the appointment booking process, activities and outcomes for Pension Wise February 2015

2 User journey overview User Information Gathering Appointment Booking Preparation Guidance Appointment Output Next steps Complaints & feedback Wake up pack Contact Centre Surge TPAS Output document Query management Gov.uk website / advertising Gather personal information Phone or walk into bureaux Citizens Advice Ongoing demand management Users can hear about the service from a number of sources. As well as through Wake Up Packs issued by Pension Providers, online and advertising, third parties such as Which will also be promoting the service. Users wishing to book a phone appointment with The Pension Advisory Service should use the Pension Wise contact centre. Those wishing to book a face to face appointment with Citizens Advice should contact or visit their local bureau. Once an appointment has been booked for the user, the appointment timing should allow enough time for users to prepare. The user will be asked to find out, for example, their state pension forecast and their existing pension portfolio. The user will have a 45 minute appointment with a trained guidance specialist, through their chosen channel. It will cover information gathering about the user, information about the 5 pension options, and next steps for the user. The trained guidance specialist will complete an output document which provides a record of what information was shared in the appointment. The user should receive this as soon as possible after the appointment. Users may at this stage, or at any point in the process, raise queries or complaints. These will be handled by the relevant party and will ultimately contribute to ongoing service delivery and demand management. 2

3 Appointment Booking - Process overview 3

4 Appointment Booking Activity overview 1. Initial check 2. Assess if Pension Wise is relevant for the user 3. Channel selection 4. Delivery centre selection 5. Gather user information The user contacts / walks into a bureau. The bureau will identify the reason for the user s contact, and will determine if the user is looking for, or would benefit from Pension Wise. The bureau assesses if the user meets the criteria for Pension Wise, by checking if they meet a set of requirements such as age and pension type. The bureau will also ask the user if they have any additional needs or accessibility requirements. The bureau works with the user to find out which channel would be most suitable for them face to face through Citizens Advice, phone through The Pension Advisory Service, or online. If a phone appointment is requested, user will be directed to HMT contact centre. Where the user wishes to book a face to face session, the bureau will help the user to find their most suitable delivery centre. In order to make a booking, the bureau will collect the user s personal data and determine their time and day preference for an appointment. 6. Refer booking 7. Create a booking 8. Booking confirmation and reminder 9. Update / Cancel appointment Where the current location is not the user s chosen delivery centre, the bureau will refer the booking to the correct delivery centre in accordance with the agreed process. The delivery centre will book the appointment with the user where the user is already at their preferred location, or following a referral the delivery centre will contact the user to make the booking. The delivery centre will send a booking confirmation which will include preparation activities that the user is encouraged to complete before their appointment, and send a reminder of their appointment closer to the time. The delivery centre will support any users in changing or cancelling their appointment. Any changes which come out of the delivery centre should be kept to a minimum wherever possible. 4

5 Appointment Booking - Outcomes 1. Initial check 2. Assess if Pension Wise is relevant for the user 3. Channel selection 4. Delivery centre selection 5. Gather user information - User is engaged with as quickly as possible. - The reason for the users engaging with the bureau is identified. - Users that are interested / would benefit from Pension Wise identified quickly. - Users that meet the Pension Wise criteria are passed through. - Users that do not are signposted elsewhere. - Holistic user needs considered. - Any accessibility needs of the user are considered (e.g. disability). - Users are encouraged to use digital selfservice where possible. - User informed of preparation required and wait times where possible if telephone or F2F selected. - Users looking for phone service directed to the contact centre. - Bureau is able to locate most suitable delivery centre for the user based on location. - User is given a choice of locations. - User record set up or updated on Petra. - User s time / date preference for an appointment is recorded. - Additional user needs recorded. 6. Refer booking 7. Create a booking 8. Booking confirmation and reminder 9. Update / Cancel appointment - Booking referral is submitted to user s chosen delivery centre. - Delivery centre picks up referral. - Delivery centre contacts the user within 2 working days of referral (where referred). - Delivery centre makes booking with user in line with time/date preference where possible. - Where no referral is required, book customer appointment directly. - Appointment confirmation is submitted to the user within 1 working day. - Appointment reminder submitted to the user at least 24 hours before their appointment. - Users are able to easily update or cancel appointments. - Delivery centre keeps changes to appointments to a minimum. - Delivery centre notifies users of any required changes as soon as possible. 5

6 Initial check 1. Initial check Overview The initial check is an important part of the new advice framework. In essence, the advice framework is all about providing flexibility for dealing with user s needs as quickly and efficiently as possible, in a way that makes most sense to the bureau. At its core the full framework is replacing the traditional lengthy, one size fits all Gateway session and up front data collection with a far quicker initial check. The initial check will get straight to the point in asking a user what they need help with, regardless of the channel used to contact the bureau. With a user s permission it can be done in the reception area (where the user has come to the bureau in person) and can be undertaken by anyone in the bureau (as per their discretion). Data is not necessarily collected as part of the initial check, and can be collected as part of booking an appointment later on. The result is a far quicker interaction with the user which deals directly with their issues, and gets the user quicker results in terms of identifying the next step, signposting or providing follow up information. The user calls or visits a bureau for support and bureau staff aim to identify the reason for their visit/call as soon as possible. The user may actively request a Pension Wise appointment, or staff may identify that the user could benefit by having a Pension Wise appointment. Where this is the case the user should be immediately assessed by the bureau to determine whether Pension Wise will be relevant for the user. If this is over the phone, this should be done in a single call. 6

7 Assess if Pension Wise is relevant for the user 2. Assess if Pension Wise is relevant for the user Bureau staff determine whether Pension Wise is relevant for the user by asking if they meet the requirements which includes age (over 54.5), their type of Pension (defined contribution) and whether or not they have already had a Pension Wise appointment. Where the user meets these, bureau should support the user with channel selection. If not bureau staff will identify other sources of support. Users may also have other concerns that they require support with, such as debt or housing issues, and they should be supported within the bureau or signposted to the relevant service. Users may also have accessibility requirements which the bureau should be made aware of, such as language considerations, physical disability etc, as this may impact the channel selection. Users that do not meet the criteria for Pension Wise will be recorded using day sheets. Channel selection 3. Channel selection Bureau staff should make the user aware of the information they need to prepare to ensure they get the most out of their guidance appointment. The user specifies their channel preference for Pension Wise support. Bureau staff should encourage users to self serve online where possible. Where possible bureau staff to give average waiting times for CAB and TPAS sessions. Bureau staff to give URL or contact centre details to the user where F2F is not selected. Users that are signposted towards the website or the contact centre (i.e. outside of the bureau) are recorded using day sheets. 7

8 Delivery centre selection 4. Delivery centre selection Where current discussion is held in the delivery centre, bureau staff to confirm if current delivery centre is their preferred location for an appointment. Where not in delivery centre, or delivery centre is not preferred location, bureau staff to help user to locate the most convenient delivery centre for the user, providing where possible a range of options. Bureau staff will be able to search for the users nearest delivery centre using their post code on CABlink. Average waiting times for session at a range of potential delivery centres to be shared if possible. Gather user information 5. Gather user information Bureau staff gather personal details from the user, including accessibility requirements and booking time/date preference for Pension Wise. Bureau staff create or update Petra record, and enter details onto Gateway tab of Petra. 8

9 Refer booking 6. Refer booking Where this process has not taken place in the user s preferred delivery centre, bureau staff to refer the booking to preferred delivery centre. Bureau first tries calling delivery centre to do over the phone referral. Where the bureau is unable to reach their preferred delivery centre by phone, a work queue referral is used. More information on how to do this will be included in the Operating Manual, and on CABlink. Create booking 7. Create a booking Where the process to this point has occurred in preferred delivery centre, booking will be made whilst user is there. For over the phone referrals, bookings will be made between the delivery centre and the user. The referring bureau may act as the conduit between the delivery centre and user to facilitate the booking, or where a user has contacted via the phone, a warm transfer may be possible. For work queue referral, delivery centre will contact user by phone within 2 working days. Booking best suited to user s preferred time and date will be made where suitable appointments are available. Bookings made using delivery centres own booking systems, and service appointments should also be recorded on Petra. 9

10 Booking confirmation and reminder 8. Booking confirmation and reminder Delivery centre will provide the user with confirmation of appointment, as well as the suggested preparatory information. will be the preferred method of sending confirmations to users it is likely there will be too much information for a text. Post should be used where users have no access to . Reminders will be sent closer to the appointment time using the process delivery centres currently use for sending reminders. These should be sent predominantly by or text depending on user preference and delivery centre capability. Update / Cancel appointment 9. Update / Cancel appointment Updates or cancellations to appointments could be raised by a user, or the delivery centre. Bookings should be updated or cancelled in the delivery centre booking system. The delivery centre should then reflect the change in the Petra Service Appointment. Changes to appointments made because of the delivery centre should be kept to a minimum. 10