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Message from Theresa Britton - Head of Service for NHS Pensions

Dear Colleagues,

I just wanted to take this seasonal opportunity to tell you about the progress we are making to improve NHS Pensions’ services.

This past year we have taken a huge step forward by successfully implementing a new internal work management system which has transformed how we plan, resource and deliver our services to improve  our performance for our customers. Over the next year its continued use will enable us to significantly reduce our turnaround times to provide a faster, more responsive service to members and employers. We will keep you up to date with our progress through our monthly performance updates and at the stakeholder engagement events. 

We will continue working closely with employers and will increase the support programme we provide in 2018. This will include an expanded series of stakeholder events, working to respond to your queries more quickly and providing you with an expanded range of information materials to assist with scheme administration.

Next year we will start developing a programme of member engagement to increase individuals’ understanding of the value of their pension benefits and answer any questions they might have. This will include attendance at various NHS conferences and we are exploring the possibility of staging members pension clinics at different NHS sites across the country. We will work with members of the Service Improvement and Development Board to develop what these may look like. We will also provide a new range of member communication materials such as pre-retirement presentations and improve our member newsletter.

We continue work to develop our online capabilities. In the long term we want to develop an end to end system which enables people to make applications, track progress and access information about the current and future value of their pension benefits easily and effectively. Over the next year I hope we are able to make good progress in this area and start to deliver the modern functionality we all want to see and use. 

Finally I would like to take this opportunity to wish you and your family a Merry Christmas and a Happy New Year.

Theresa Britton
NHS Pensions – Head of Service