Running Teachers’ Pensions for the Department for Education

In March 2011, Capita was awarded its third consecutive Teachers’ Pension Scheme administration contract, having been awarded its first in 1996.

Our remit includes raising awareness amongst members and helping them to proactively manage their pensions. In parallel, we will improve systems and support to help employers meet their obligations, all within a strict budget.

We engaged in a highly collaborative approach to service design with members and employers playing an integral role in the design process as our expert advisors. We developed an engagement strategy, including a new brand, to improve perceptions of the service and encourage members to change their behaviour, as well as enhancing their experience of the service.

We also worked hard to reduce the risk of re-engineering the service by identifying and addressing design challenges at an early stage, before we invested in changes in technology, processes or people.

Initial research showed that there was a significant opportunity for channel shift, with a key focus on equipping members with intuitive tools and resources to enable them to self-serve. We are developing a new website that will provide the main platform for encouraging improved understanding, self-service and behaviour change.

To advise both members and employers, we launched the Employer Relationship Management Service, a team of regionally focused pension experts who provide training and support both face-to-face and online.

Additionally, in response to the current focus on public sector pensions, we have developed a pensions calculator which allows members to estimate what pension benefits they may receive under any new scheme arrangements.

“Capita has offered a solution which will see the effective delivery of services to both members and employers, with continuous improvement and innovation throughout the life of the contract to reflect the challenges associated with the pension environment. The Department will work with Capita to build on their achievements to date in delivering the requirements of the new contract.”
Department for Education