The length of time this heightened activity lasts for is also a key consideration for pension schemes. The poll reveals that nearly half (46%) of respondents expect the increased activity to spike for up to a year before calming down, while over a quarter (28%) think it could last for two years and a further quarter (24%) expect levels of increased member activity to become the new norm, lasting up to five years or beyond.
In terms of communication channels, the polling data indicates that email is likely to be the most impacted, with 41% of respondents expecting an increase in email traffic. Telephone and web-chat communications are also expected to be popular, with 31% of respondents anticipating a rise in these areas and over a quarter (28%) expecting their scheme portal to be the most heavily used form of member interaction.
Geraldine Brassett, Senior Consultant in WTW's Outsourcing business, notes: "Pension schemes need to be prepared for a significant shift in saver behaviour following the launch of Pensions Dashboards. The anticipated increase in activity will require schemes to have robust communication strategies in place to handle the expected surge in enquiries.
"The duration of increased activity is a critical factor for pension schemes to consider. With many schemes expecting the heightened activity to last two years and beyond, schemes need to plan for the long-term implications of Pensions Dashboards on their operations and resources and be ready for a potentially prolonged period of increased engagement from savers."
Previous polling by WTW earlier this year showed that an increased volume of enquiries for administrators and pension providers was named as the biggest challenge anticipated by pension schemes, once members are able to access a Dashboard.
“As pension schemes prepare for the launch of Pensions Dashboards, it is clear that the impact will be significant, but the Dashboard programme also provides a unique opportunity to engage many more members who may not be fully familiar with their retirement savings,” said Brassett. “Schemes and their administrators will need to adapt their operational processes to manage the expected increase in saver activity effectively.”
The Government’s MoneyHelper Pensions Dashboard will be the first to launch to the public and all UK pension schemes covered by the Pensions Dashboard regulations must be fully connected by 31 October 2026.
|
