communication strategy - staffordshire pension … effective communication strategy is therefore...
TRANSCRIPT
Pension Services
Communication
Strategy
Issue date
Review date
Version 3
- July 2013
- December 2013
Introduction
Staffordshire Pension Fund has published this
Communications Policy Statement (the
Policy), under Regulation 67 of the Local
Government Pension Scheme (LGPS) (the
'Scheme') (Administration) Regulations 2008
(as amended) in order to ensure that the
Fund has clear, timely and effective
communication in place with all stakeholders.
Staffordshire County Council - Pension
Services, are responsible for administering
the Local Government Pension Scheme
(LGPS). Scheme members participate in the
Staffordshire Pension Fund.
The Fund is committed to providing
comprehensive information to its
stakeholders through the most appropriate
communications medium.
An effective communication strategy is
therefore necessary to ensure that the Fund
meets its Key Objective and stated Principles.
Set out in this Strategy document are the
approaches used by Pension Services to meet
those communication needs.
The content of this Strategy is supplemented
by the document ‘Strategy to Address
Communication Relating to Pension Reform
2011-2012’ dated October 2011.
Review
We will monitor the effective application of
this strategy and review its content annually.
The strategy will be subject to revision in the
light of significant changes to the Local
Government Pensions Scheme, or any
procedural changes in the work undertaken
by Pension Services.
Contents
Introduction ................................1
Key Objective...............................2
Key Stakeholders..........................2
Key Principles...............................2
How we communicate with:
Elected Members..........................2
Scheme Members (and their
Representatives)..........................3
Scheme Employers.......................4
Prospective
Members/Employers.................... 5
Fund Staff...................................6
Other Bodies...............................7
Pension administration - internal
lines of communication.................8
Publication Matrix........................9
Data Protection/Control.... ..........10
Rights to Information..................10
Equality of Access................... ...10
This latest Communication Strategy
was approved by the Pensions
Committee of the Staffordshire
Pension Fund at its meeting on 2 July
2013 and meets the requirements of
the current Local Government
Pensions Scheme Regulations.
Amendments will continue to be made
to ensure communication activity is
recorded.
1
Key Objective
To communicate pension legislation and
policies in a clear informative style, to ensure
that key stakeholders are well informed
about current and future changes to the Local
Government Pension Scheme.
Key Stakeholders
There are six distinct stakeholder groups with
whom the Fund needs to communicate:
• Elected Members
• Scheme Members (and their
representatives)
• Scheme employers
• Prospective Scheme Members
• Prospective Scheme Employers
• Fund staff
• Advisers (Such as the Fund Actuary)
• Other bodies
Key Principles
• To consult, where possible, with key
stakeholders about any proposed
changes in policies and procedures
relating to the administration of the
Local Government Pension Scheme
• To use the most appropriate means of
communication to take into account
the differing needs of key
stakeholders
• To communicate technical pension
legislation in plain English, wherever
possible
• To engage, where possible, in face-to-
face communication
• To evaluate the effectiveness of our
communication through the use of:
o Feedback questionnaires
o Monitoring compliments and
complaints
o Customer survey
How do we communicate with Elected
Members?
Regular reports are prepared to communicate
performance relating to:
• Investment
• Audit
• Administration
• Governance
• Risk analysis
The communication channels used include:
• Committee Meetings through
o Written reports
o Briefing notes
o Agenda items
o Themed Presentations
• Pension’s website
• Council intranet
• Annual Report and Accounts
There is a publication prepared by Pension
Services ‘Guide for Elected Members’ to
provide advice and guidance on being a
member of the Local Government Pension
Scheme.
2
How do we communicate with Scheme
Members (and their representatives)?
We communicate with our current and former
members through various means and aim to
provide a high quality service.
Pension Fund Publications
Information guides and leaflets are available
on request covering different aspects of the
Local Government Pension Scheme.
Internet
The Fund has established a website
www.staffspf.org.uk for members of the
Staffordshire Pension Fund. The website
contains a full range of information about the
Scheme.
Pensions Online
Members of the Local Government Pension
Scheme can use a benefit calculator on the
website to help them with their retirement
planning. The facility also allows members to
provide Pension Services with updates of
changes to their personal details.
Employee Newsletter
A newsletter will be issued at least once a
year, but more frequent if necessary, to
members of the Fund. The content will cover
current pension topics relating to the Local
Government Pension Scheme.
Pension Newsletter
We will issue a bi-annual newsletter to retired
members of the Fund, the content of which
will focus on retirement related topics.
Annual Benefit Statements
An annual benefit statement is sent directly
to the home address of all members who are
contributing to the Fund at the previous
financial year end. Annual Benefit Statements
are also issued to deferred members.
Correspondence
The Fund uses both surface mail and e-mail
to receive and send correspondence. Contact
via e-mail is segmented into enquiry related
in-boxes and receives an auto-
acknowledgment.
Telephone
The Fund uses a direct line contact telephone
number to connect the member directly to
the person who is handling their case.
Pension Roadshows
The Fund stages an annual pension
roadshow, incorporating presentations and
surgeries, where it visits locations around the
County to facilitate face-to-face contact with
its members.
Retirement Planning Courses
Pension Services are able to provide support
to Scheme employers when they arrange
these courses.
Members wishing to Opt Out
The Fund has specially prepared material to
inform members of the consequences of
opting out of the LGPS.
Report and Accounts
The Report and Accounts are produced
annually and viewed electronically on the
Fund’s website.
New for 2013/2014
Pension Services is asking members to
register their e-mail address so that it
can be used to communicate information
about the LGPS to them more directly.
Initially we will try and promote the use
of Member Self Service ‘MSS’ through the
Altair system which captures e-mail while
registering for this facility.
The Induction Packs will also ask for this
data on starter forms and through
literature about the ‘MSS’ service.
‘MSS’ allows members to carry out
calculations on-line and change certain
data fields on Altair.
3
How do we communicate with Scheme
Employers?
The employers within the Pension Fund
receive technical advice and guidance from
Pension Services on a regular basis as they
are the first point of contact for members.
Various channels are used to keep employers
up-to-date with what is happening.
Contact Database
An e-mail contact database has been set-up
for Scheme employers. This enables Pension
Services to communicate information quickly
and efficiently.
Employers Guide
An administration manual is available for all
Scheme employers. Regular updates to this
manual are provided as the Scheme rules
change.
Technical Updates
All employing bodies are issued with
correspondence to inform them of any
changes to the administrative procedures
operated by Pension Services.
Individual Employer Meetings
Employers are able to schedule individual
meetings with Pension Services. These
meetings are tailored to suit the employer’s
needs and can be requested by contacting
the Pensions Manager.
Pensions Consultative Forum
A Pension Forum is held twice a year. All
Scheme employers and representative from
various unions are invited to attend.
There are 6 nominated, non-voting
representatives from the Pensions Forum who
attend the Pensions Committee. The Forum
receives presentations and updates on topical
issues effecting the administration and
investment of the Pension Fund. The
nominated representatives attend the
Pensions Committee meetings to take
forward ideas and suggestions from the
forum.
Internet
The Fund has established a password
protected employers’ area on the website
www.staffspf.org.uk . The area contains
technical information about the LGPS in
relation to Staffordshire Pension Fund. There
is also a comprehensive Employer’s Guide,
which is regularly reviewed and updated so
that it remains aligned with current Scheme
rules and operational practices.
Training/Meetings with Scheme Employers
HR and Payroll Officers
These meetings are organised by Pension
Services and take place regularly to cascade
information about current LGPS issues and
changes to Scheme rules.
Employers Newsletter
A newsletter is produced monthly for all
employers. This medium will be used to
communicate any issues that are currently
under debate.
Welcome Packs
The Fund will be issuing specially tailored
welcome packs to inform new employers who
are an Academy School, a Transferee
Admission Body, or a Community Admission
Body. The packs will advise the new
employer of their role and relationship with
Pension Services
To be approved at June 2013
Committee
Administration Strategy &
Service Level Agreements
These have been developed to
establish a set of operational
standards for the exchange of
information between Scheme
Employers and Pension
Services.
4
How do we communicate with
prospective members/ Employers?
New Starter Pack
Each time a new employee begins
employment with a Scheme employer, a New
Starter Pack is issued. This pack contains a
Scheme guide and explains the rights,
benefits and options for the new employee
under the Scheme rules.
Scheme Newsletter
The Scheme newsletter is issued to all eligible
Scheme members.
Promotional Campaigns
Periodically, the Fund produces dedicated
marketing literature that is aimed at those
who choose not to join the Scheme. This
literature promotes the benefits of having an
occupational pension.
Use of message facility on pay advices
Periodically, Pension Services will use this
facility to communicate information to a
specific target audience.
Website
A wide range of membership information, in
relation to the Staffordshire Pension Fund, is
widely accessible via the Pension Services
website.
A web based Opt-Out form has been
development for current and prospective
Scheme members. Neither, the Fund or
Employers are permitted to issue these forms
any longer directly to members.
Prospective Employers
The Fund provides information to prospective
Employers to ensure they understand the
LGPS Regulations, their implications and the
role of a Scheme Employer. The Fund will
provide information which facilitates a
smooth transition in respect of prospective
Employers to which
LGPS Members may TUPE transfer, such as
schools which become Academies and
contractors providing a service to a Scheme
Employer.
On-going
From 1 October 2012, UK employers will
be required to automatically enrol staff
into their pension schemes. This auto-
enrolment will apply to the Staffordshire
Pension Fund and will require
Promotional Campaigns to be reviewed
and configured accordingly.
5
How do we communicate with Fund
staff?
Pension Services Management Team
The daily administration of the Fund is
managed by Pension Services whose chief
officer reports to the Head of Financial and
Commercial Services.
The Pension Services Management Team
comprises the Pensions Manager, Assistant
Pensions Managers and other senior staff.
The Team meets on a monthly basis to
discuss items of a strategic nature.
Notes from each meeting are circulated to all
staff within Pension Services.
Team Meetings
Team meetings are held on a regular basis to
discuss information cascaded down from the
Management Team meetings, to ensure there
is a shared understanding of any issues and
develop a consistent approach towards
addressing them.
Intranet
Each member of staff has access to the
Fund’s intranet so that it can be used as an
information resource.
All staff have access to the e-mail facility.
Internet
Appropriate staff have authority to access the
internet to assist them in their role within
Pension Services.
Open door policy
Operational staff have unrestricted access to
their supervisors and senior colleagues to
discuss and resolve pension related issues.
Induction
All new members of staff undergo an
induction procedure to acquaint them with
the operational running of Pension Services.
Main Contacts within Pension Services
Head of Financial and
Commercial Services – John Wood
Telephone: 01785 276335
E-mail: [email protected]
Pension Manager – Janet Caiazzo
Telephone: 01785 276441
E-mail: [email protected]
Assistant Pensions Manager – Simon
Jackson
Telephone: 01785 276450
E-mail:
Assistant Pensions Manager – John
Wiggins
Telephone: 01785 276482
E-mail: [email protected]
Communication Officer – Martin Griffiths
Telephone: 01785 276070
E-mail:
Communication Officer – Vikki Evans
Telephone: 01785 276419
E-mail: [email protected]
Appraisal and Assessment
Staff at all levels in Pension Services
participate in the Personal Development
Review scheme operated by Staffordshire
County Council. Assessments take place
annually, with a mid-year review, during
which there are open discussions of work
issues and areas for development. This
dialogue is supplemented by regular one-to-
one meetings within team structures.
Team Update Newsletter
A regular newsletter has been developed for
the staff. It keeps them updated on current
issues that impact on them and the Scheme.
6
How do we communicate with Other
Bodies?
Trade Unions
Information about the Scheme and changes
to the Scheme rules are covered at the
Pensions Consultative Forum, or by
correspondence to Forum members. The
following Trades Unions are represented on
the Pensions Consultative Forum:
• Unison
• T & G Midlands
• UCATT
• GMB
There are also two non-voting Trade Union
representatives on the Pensions Committee.
Shrewsbury Shires Communication Group
A representative from the Fund attends
meetings and contributes articles towards a
Group newsletter on pension related matters.
Shrewsbury Regional Pension Officers Group
The Pensions Manager chairs these meetings,
which take place on a quarterly basis. They
are attended by other local authority funds in
the West Pennines region to discuss technical
queries and legislation matters of common
interest. The Pensions Manager also attends
the LGPC Technical Group meetings and the
Officer Advisory Group meetings, both of
which are held in London.
User Group Meetings
Representatives of the Fund attend periodic
meetings organised by the supplier of the
computerised pension administration system
used by Pension Services. These meetings
are attended by representatives from other
local authority funds to discuss common
areas of interest in system development and
user issues.
LGA Communications Working Group
A representative from the Fund sits on this
national group which meets on a regular
basis.
Partnerships
The Fund regularly receives and exchanges
information with:
• Hymans Robertson (Actuary)
• Standard Life and Clerical Medical
(AVC providers)
• A mortality tracing service (TBA)
Pension Seminars and Conferences
Representatives of the Fund periodically
attend seminars and conferences organised
by the pensions industry. These are arranged
by:
• Local Government Employers Group
• Heywood (software supplier)
• Southwest Provincial Council
Central Government
The Fund regularly receives and exchanges
information with:
• CIPFA
• HMRC
• GAD
• DCLG
7
Lines of communication relating to the administration of the Pension Fund
Administering Authority:
STAFFORDSHIRE COUNTY COUNCIL
PENSION SERVICES
PENSIONS COMMITTEE
(9 members and 5 non-voting
Forum Representatives)
PENSIONS PANEL
(5 elected members)
Monitors pension
administration
activities
PENSIONS FORUM
Employer and Trade
Union
representatives
Sets overall
objectives
Periodically
monitors the
performance of the
Pensions Panel
Appoints
Managers
Monitors the
performance of
Managers
8
Publications Matrix
Communication
Material
Paper-
based
Electronic
Form
(PDF)
Website When
Published
When
Reviewed
Scheme Guide Constantly available Annually
New Starter Pack Constantly available Annually
Guide for Elected Members Constantly available Annually
Online Opt-Out Facility/ Form
Constantly available Annually
Employee Newsletter Annually Annually
Deferred Benefits
Information Pack
Constantly available Annually
Pre-retirement Pack Constantly available Annually
Pensioner Newsletter Bi-annually Annually
Scheme Member’s Annual
Benefit Statement
Annually Annually
Deferred Member’s Annual
Benefit Statement
Annually Annually
Scheme Promotion Leaflet As required Annually
Information Leaflets Constantly available Annually
Ways of Improving Your Benefits Constantly available Annually
Payments to “buy” additional
pension
Constantly available Annually
Funding Strategy Statement Annually Annually
Annual Report and Accounts Annually Annually
Information Letters to Employers As required n/a
Administering Authorities Policies Constantly available Annually
Employers Guide Constantly available Annually
Payslip Inserts As required n/a
Communication Strategy Annually Annually
Welcome Packs Constantly available Annually
Employer Newsletter Monthly Monthly
Pension Reform Bulletins As required n/a
Pension Reform Communication
Strategy
Annually Annually
Focus Newsletter As required n/a
9
Data Protection
Confidentiality
To protect personal information held in
relation to Scheme members, the Fund is
registered under the Data Protection Act
1998 as part of Staffordshire County Council.
Disclosure
The Fund may, if necessary, pass certain
details to a third party, if the third party is
carrying out an administrative function of the
Fund, for example, the Fund’s AVC provider.
Staffordshire County Council is required by
law to protect the public funds it administers.
It may share information provided to it with
other bodies responsible for auditing or
administering public funds, in order to
prevent or detect fraud.
Fund staff also receive regular training on
data protection issues.
Document Control System
Pension Services have introduced a
Document Control System to manage, review
and update of all its communication material.
We are now able to successfully track every
version of each document produced.
Rights to Information
Freedom of Information
Nothing within this policy statement affects
Scheme members’ rights to access or receive
information under the Freedom of
Information Act.
Equality of Access
Information produced by the Fund can be
made available in several formats including
large print, Braille or other languages as well
as being communicated using sound and
sight media.
New for 2013/2014
Pension Services is introducing a
Document Control policy to manage the
review and update of its communication
material.
10
Contact us
or by telephoning: 01785 278222
or by fax: 01785 276489
or by e-mailing: [email protected]
We also have a web site at: www.staffspf.org.uk
If you would like this information in large print, Braille, audio tape/disc,
British Sign Language or any other language, please ring 01785 278222
Pension Services Section, Staffordshire County Council
Wedgwood Building, Tipping Street,
Stafford ST16 2DH
By writing to: