Deliver important pension documents members can always find

A practical guide to choosing the right approach for pension communications throughout the member journey, from everyday messages and live benefit information to important documents members and pensioners may need to keep for years.

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A complete approach to member documents

Different documents do different jobs

Pension administration systems, email and messaging, member portals and Documentd each serve a different purpose. The right choice depends on the job: administering benefits and member data, communicating, providing access and interaction, or permanently delivering an important document to the member. Using each in the right way creates a better member experience and reduces avoidable administration and support queries.

Pension systems Administer & manage

Manage member data, contributions, benefits, calculations, payroll and pension records.

Email & messaging Communicate

Reminders, updates, prompts and everyday member communications.

Four complementary roles The right tool for the right job

Better experience · fewer support queries

Documentd Deliver, keep & find

Deliver permanent, member-owned copies that remain private, accessible and easy to find.

Member portal Access & interact

Secure access to live pension information, projections, requests and self-service.

No single channel is right for every pension communication. Email works well for transient messages, member portals for live information and self-service, and Documentd for important documents that ought to become permanent, member-owned records.

Pensions administration in practice

Choose the right approach for each communication

Member portals are the right place for current pension information, projections, transactions and self-service. Email and messaging handle reminders and transient updates. Documentd is designed for important point-in-time documents members, deferred members and pensioners may need to retain throughout retirement and beyond. Using each appropriately gives members a clearer experience and helps reduce avoidable administration queries.

Email & messaging

Communicate

Best for reminders, updates and communications whose value is mainly immediate.

Annual statement notifications
Retirement reminders
Requests for information
Portal notifications
Scheme and service updates

Member portal

Access & interact

The right place for current information, modelling, requests and self-service.

Current benefit values
Contribution history
Retirement projections
Personal detail changes
Beneficiary nominations
Retirement modelling

Documentd

Deliver & retain

For important point-in-time pension documents members should keep.

Benefit statements
Retirement option packs
Transfer quotations
Retirement confirmation documents
Pension increase notices
P60s and payment records

Where Documentd fits

Member portals provide access. Documentd gives important pension documents a permanent home with the member.

Pension portals are excellent for current benefit information, projections, transactions and self-service. Email and messaging are efficient for reminders, alerts and other transient communications. Important point-in-time documents have a different job: members may need them when making retirement decisions, transferring benefits, checking historic entitlements or managing their finances many years later.

That need becomes even more important when benefits move into payment. Retirement quotations, option packs, commencement records, pension increase notices, tax documents and other records can remain relevant throughout a pensioner's retirement. Documentd delivers a permanent, member-owned copy into the member's own private document home, independent of continued access to the scheme portal and easy to find again whenever it is needed.

Pension systems administer contributions, benefits, calculations, payroll and member records.

Email & messaging communicate reminders, updates and other short-lived information.

Member portals provide secure access to current benefits, projections, requests and self-service.

Documentd delivers permanent, member-owned copies of important pension documents.

Business Case 05

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See how Documentd can reduce portal complexity, improve customer service and phase out unnecessary post.

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