Equiniti pension solutions division brochure 2013 low res

Equiniti Pension Solutions Division:

Committed to helping you deliver a star performance to your pension scheme members

Pensions are, and always have been, a core focus of Equiniti’s business. The Pension Solutions Division, which includes Equiniti Paymaster, Equiniti Claybrook and Hazell Carr, makes up over 40% of the overall Equiniti Group turnover and encompasses nearly 1,000 staff across 10 locations. We provide market leading pension administration, pay the pensions of some of the largest schemes in the UK and support numerous insurance companies with outsourced and IT services.

We’ve been around since 1836 and during that time we’ve never been afraid to embrace change. This year we have seen a name change for two of our pensions brands to reflect their place in the Equiniti Group.

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We’ve won awards for pension administration and software every year for the last decade, but we’re not resting on our laurels. As part of Equiniti it is our ambition to be a top five Business Process Services Provider and we’re well on the way to achieving that ambition.

Take a look at some of our facts and figures over the following pages. Whatever your pension requirements – from data analysis and governance to annuity administration, auto enrolment software or closed book administration, we have the know-how and experience to help you deliver a star performance to your pension scheme members.

Contents

equiniticlaybrook.com equinitipaymaster.com hazellcarr.com

How it adds up

4

Serving up a recipe for business success

6

Partnering for success

8

Committed to bright ideas

10

A partner for life

11

Amplifying your pension services

3

How it adds up Equiniti is a market-leading business process services provider. We support 2,000 of the UK’s leading businesses and public sector institutions, including around half of the FTSE 100. Our core capabilities are centred around complex administration and payment solutions including money transmission, administration and customer interactions delivered by 2,700 employees in 23 UK office locations.

We are leaders in share registration and pension services markets. We also have a strong presence in HR and employee benefits. Equiniti are the private sector partner for the first mutual joint venture out of UK central government, MyCSP.

7.3m

27% We provide pensions software, outsourced administration and payment services to 7.3 million scheme members. This represents 27% of occupational pension scheme members in the UK

On average 95% of Pension Solutions clients rate our service as good or excellent

95%

On average 96% of Pensions Solutions clients would recommend or highly recommend our services

96%

Some key stages from our journey so far Paymaster General begins providing pensions administration services 1836

Monthly payment of pensions begins

1869

Paymaster Whitehall building bombed in WWII

1909

1940

1957

1837

Queen Victoria comes to the throne 4

Paymaster takes on issue and payment of retirement lump sums

Machinisation of pensions begins

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UK Locations

10

Industries

Clients

The scheme members we support work across 19 industry sectors including:

Here’s a small selection of the blue chip organisations that make up our client list:

Agriculture

Number of clients

Arts

133

Banking Construction

Number of employees

Education

1,017

Energy Health

Combined years of experience Insurance

6,515 Burroughs Micr Reader installed, banking and pensions systems begin on PANDA First pensions payments via BACS 1969

1979

Manufacturing

Xafinity is established

2006

Cemex UK Clifford Chance Debenhams ITN MyCSP NHS PBSL Police Shell Transport for London University of Birmingham

Mining

Equiniti Group is established

1997

Balfour Beatty

IT & Communications

Awards We have won industry awards for pensions software and outsourcing every year in the last decade.

Professional 2008

2010

Public Administration Retail

Paymaster is the last government department to be privatised Hazell Carr is established

Transport Xafinity Group acquires Hazell Carr

Water 5

Serving up a recipe for business success Pensions administration

Insurance and payments

Even the greatest master chefs rely on a talented sous chef to keep things running smoothly behind the scenes. That’s a lot like what we do for leading businesses and public sector institutions across the UK, providing pension, payroll and annuity administration to ensure our clients can serve up the usual star standards their customers expect.

3m members

751 schemes

20% We pay around 20% of all UK pensioners and 1.7m pensioners globally

78 clients

ÂŁ13 billion

We serve 3 million members across 751 schemes and 78 clients.

59% of the scheme members we administer are in the private sector

members

pensioners and annuitants

13

schemes

Annuity administration

600,000 annuitants

We serve 1.2 million members across 13 schemes and 12 clients

We administer annuities for nearly 600,000 insurance company customers every year 6

180 countries

We pay over ÂŁ13 billion to 2.3m pensioners and annuitants in approximately 180 countries each year

Public sector

1.2m

2.3m

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Software

Professional services

Providing market-leading software and services for pension administration, pensioner payroll, data analysis and actuarial valuation. Our breadth of experience and flexible software satisfies the full range and complexity of UK pension schemes.

Through our professional services business, Hazell Carr, we provide skilled technical resource, successfully delivering complex regulatory projects for some of the largest organisations in the UK. We’ve worked with every one of the UK’s top banks and insurers in the last five years.

We can provide an individual or a whole team of skilled and qualified resource to our clients anywhere in the UK, often at only hours’ notice.

6.2m

9m

scheme members

people

highly-skilled contractors

We provide pensions administration software to 35 clients representing 6.2 million UK pension scheme members 9 million people globally benefit from our pensions software

Technology

94%

2,500 2,500: Our available pool of professionally qualified, highly skilled contractors

1,000 contractor placements

Over 1,000 contractors in client placements at any one time

Market knowledge

94%

94% of Claybrook clients rate our technology as Good or Excellent. The same number also rate our market knowledge as Good or Excellent 7

Partnering for success We are committed to excellence in customer service. We partner with our clients to seek out ways to improve the customer experience for scheme members through a strategy of continuous innovation and development.

■■ Member focus groups ■■ Satisfaction surveys

Feedback

Infrastructure

Contact

Customer

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■■ Member Charter – plain English ■■ On-site support ■■ Online and offline reporting ■■ Real-time stats and dashboards

■■ Onshore call centres ■■ Empathy and compassion training ■■ Pensions education support and training ■■ Floor-walking sessions

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Supporting our clients Client managers hold regular, formal reviews with clients, and deliver a unique plan of ongoing communications including: ■■

Face-to-face meetings

■■

Teleconferencing

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On and offline reporting

■■

■■

Improving the member experience ■■

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24/7 access to real time statistics and dashboards Direct line access to client team for one-stop query resolution

Our client satisfaction programme formally surveys client satisfaction every quarter. Further in-depth surveys take place with key clients to ensure we best support their strategic priorities.

Our User Group, established 25 years ago, made up of representatives from key clients across many industries, meets regularly to share ideas and experiences and review our development roadmap and prototypes.

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Unique in this industry, we commit to a Member Charter with each scheme we support, covering contact details, enquiry processes and complaints procedures. It’s written in plain English and available both on and offline for total transparency to members.

Partnering with our clients to deliver ‘Wow’ without any of the ‘Pow’

We train our member-facing teams to always consider each contact or query through the eyes of their audience, helping them to empathise and employ genuine compassion to improve member experience at every contact point.

We’ve kept our call centres onshore in response to member and client feedback, ensuring all telephone contact is simple, efficient and effective.

We run focus groups with our scheme members to better understand their needs: they’ve told us mobile and web are key concerns and we’ve taken this on board, developing new products across these platforms to better serve scheme members.

Our trainers regularly present to members on pensions education and take an active role in forums run by our clients.

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Committed to bright ideas We’re committed to a continuous cycle of innovation, enhancement and development, both in technology and working practices. If there is a better, more efficient way to work, or one that is simpler in practice for our clients and their members, we will find a way to implement it. Our end goal is always to improve the member experience, so we implement new technologies where they can genuinely add value or solve problems – never simply for the sake of the technology itself.

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Improved employee communications ■■

■■

Sent via opted-in push notifications SMS alerts for statements and quotation status updates

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Email alerts

■■

Newsletters

Compendia Web access ■■

■■

.Net technology

Compendia was the first web-enabled pensions platform, and we’re still market leaders in web tools offering increased visibility and choice for employers and for scheme members via innovations such as Self-service opt-out ASPOSE integration in self-service offers improved member communications, including annual allowance projections

Compendia Mobile ■■

■■

Using the latest and most effective technologies to ensure our platforms are always best in class Planned integration with HR interfaces offering improved efficiency in processing, information sharing and reporting

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■■

Compatible across most mobile devices (iOS, Android, Windows phone), providing fund valuation, estimated pension calculations, and the ability to manage investments and engage with scheme providers Instant chat for improved self-service experience

In the cloud Work management software ■■

Offering enhanced Management Information reporting, enabling improved case management

■■

Improved access and reliability

Compendia AE ■■

The only pensions platform designed specifically to tackle Auto Enrolment

A partner for life

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Becoming a member of a pension scheme is the beginning of a unique relationship. In fact it can be one of the longest relationships an individual may ever have: starting with your first job and lasting for a lifetime.

Retirement decisions

Pension pot decumulation Auto Enrolment

Stakeholder Pension

Group Personal Pension

Defined Contribution

Defined Benefits

Pension pot accumulation

Working life

Income Drawdown

Lifetime/Enhanced Annuity

Variable Annuity

Equity Release

Long-term Care Provision

Retirement phases

Life and pensions choices

Do I need to save for my future?

Am I saving enough?

Where are my various pension pots now?

When can I retire?

How much will my pension provide?

How do I optimise my pension?

How do I phase my retirement?

How do I afford long-term care?

equiniticlaybrook.com

equinitipaymaster.com

hazellcarr.com

Equiniti Claybrook provides market-leading software and services for auto enrolment, pension administration, pensioner payroll, data analysis and actuarial valuation.

We are a major presence in both public and private sectors, delivering products and services to group schemes, consultants, insurers and third party administrators.

Equiniti Paymaster is a leading business process services provider delivering pension administration, insurance and payment services to more than 750 schemes and 3 million members in major public and private sector organisations. Equiniti Paymaster makes payments totalling over ÂŁ13 billion per annum to pensioners, dependants and annuitants in over 180 countries worldwide.

Hazell Carr is one of the UK’s leading providers of skilled resources operating in the Financial Services industry today.

Equiniti’s pension solutions division provides software and services to a total 7.3 million members in the UK and has won industry awards in every year for the last decade, including in 2012 for Pension Technology at the UK Pension Awards and for Best Pension Administration Software at the Pension and Investment Provider Awards.

With experience across many different sectors and projects, our clients benefit from a highly experienced, skilled and versatile resource pool (staff and associates), helping them manage workloads, develop best practice and transform their levels of customer service.

sales.claybrook@equiniti.com

sales@equiniti.com

contact@hazellcarr.com

01293 604 028

01293 604 949

0118 951 3971

Equiniti Claybrook has developed an international base of clients, representing over 10 million scheme members.

Our breadth of experience and flexible software satisfies the full range and complexity of UK pension schemes.

For more than a decade, Hazell Carr has provided companies with a range of placement services, focussing on pension administration, actuarial, complaint handling, customer services, project management and systems expertise.