Efficiency in our member services
This year we welcomed more than 17,000 new members and as a result of our efficiency programme, we were able to offer them a first-rate level of service without hiring more customer-facing staff.
Launched in 2019, the Efficiency and Service Improvement Programme has seen us evolve our tools, technology, systems and processes.
As we move into the final year of our transformation, we’re able to serve an increasing membership and manage the additional workload without an impact on service or a rise in costs.
As part of this, our digital service has taken another leap forward. Members can now do more online. We’ve made everything fast and simple, from getting a username reminder to deferring a pension.
I would just like to say that my complete experience of using the website and the call centre has been absolutely superb. No problems whatsoever in dealing with your website, which I thought was excellent, so I would just like to say well done.