Helen said: " The PPI's research, commissioned by PASA, is vital as it clearly identifies that in relation to technology and pensions reform, successful administration depends as much on people and expertise as it does on systems.
"While automation and AI have the potential to improve efficiency and support better services for savers, technology alone is not a guarantee of better outcomes. Skilled pensions professionals remain essential in managing complex cases, maintaining effective oversight and ensuring members receive the support they need.
"As the professional body dedicated to raising standards across the pensions sector, the PMI sees first-hand the value that skilled, knowledgeable practitioners bring to delivering positive member outcomes.
"The research is also a useful reminder that administration capacity requirements are unlikely to shrink, even as technology becomes more sophisticated. As the pensions sector delivers dashboards, consolidation and the wider pension reform roadmap, it will be as important as ever to attract new talent into the profession and continue developing the expertise of existing practitioners so that the industry has the administration capacity needed to support the roadmap and beyond.
"Investment in high-quality training, strong governance and robust administration standards will be critical to ensuring members can continue to rely on the pensions system with confidence.
"The report is also right to highlight the importance of resilience. At a time of significant change, the challenge for the industry is not only to deliver reform, but to do so while maintaining the quality, continuity and reliability of services on which millions of savers depend."
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