CEM’s 2024 UK Pension Administration Workshop 

Agenda

Tuesday 6th February

11.00: Workshop for emerging corporate peer group (invited corporate funds only)

12.00: Remaining delegates arrive - registration and lunch

12.45: Introduction, review of 2023 benchmarking results and Voice of the Customer (VoC) update

• What does the 2023 benchmarking data tell us about costs and service levels in the UK and internationally? 
• What does 18 months of VoC data reveal about how our activities are perceived by members?

John Simmonds, CEM

13.45: Brightwell site visit

Coaches will take us as a group from the hotel to Brightwell's Chesterfield offices where you will have an opportunity learn first-hand about some of the initiatives that are driving Brightwell forward:

• AI in DB pensions - interactive session with a chatbot demo and a discussion about where other schemes are with AI.
• Digital strategy - using a robust member portal for enhancing member journeys by creating end-to-end online processes (including an online retirement demo).
• Data-driven insights for better decisions – discussion on traditional SLAs vs an outcome-based approach with an integrated member feedback programme and a robust administration platform as core foundation stones.
• Member journeys – setting an operating model with the end-to-end member experience at its core, including organising operations around the best member experience, including in the contact centre.

16.15 Coaches return to the hotel.

18.00 Drinks reception and dinner

Wednesday 7th February

08.30:  Join us to view "Your Hundred Year Life"

This unique and beautifully presented film highlights the global challenges presented by aging populations and raises fundamental issues, not just for the pensions industry, but for society in general.

09.30: Panel discussion on Your Hundred Year Life.

• How should pension schemes react to the issues raised in the film?
• How will the services that pension plans provide for their members need to change?

Facilitated by Stefan Lundbergh, Director, Cardano Insights

Panel: Jo Darbyshire, LPPA, Scott Gray, USS, David Jennings, CEM

10.00:  Coffee

10.20:  Panel discussion: First Contact Resolution: the holy grail for the contact centre

• What does 'one-and-done' mean to different pension schemes? 
• Which transactions / calls can be resolved whilst on the telephone? 
• What are the barriers to delivering a better, more efficient service and how can we overcome these?

Facilitated by Fleur Dubbelboer, CEM

Panel: Trevor Davis, PPF, Emma Mayall, GMPF, TBA

11.00:  Data analytics: building leading-edge capability

Alberta Pensions Services Corporation (APS) is responsible for pension administration for Alberta's public sector pension plans, serving over 370,000 members and pensioners.  You will learn about APS's experience in building a team dedicated to the effective use of data, the use cases that the team has uncovered and how a self-serve portal is enabling the internal pensions admin team to build their own fabulous dashboards.

12.00:  Lunch

13.00:  Group and table discussions on changes to the CEM UK benchmarking survey and report in 2024

Contribute to the evolution of the benchmarking model by discussing changes for 2024 and beyond. Help us to understand the trends that you see and the metrics that you would like reflected in the benchmarking data. 

15.00:  Close