Our Vision 2015 and Beyond...

Introduction... This is Teachers’ Pensions’ Vision, now and beyond; it is our goals and aspirations which we will achieve over the life of the contract that will deliver our vision. This Vision document will: “State a clear and achievable vision, underpinned by the mechanisms for successful delivery” “Provide insight in to the look and feel of Teachers’ Pensions in 2020” “Reveal the mechanisms Teachers’ Pensions will use to deliver the Vision, and support the Digital by Default agenda ”. “Describe how Teachers’ Pensions will enhance its current solution and processes to achieve the Vision” “Demonstrate that Stakeholders are at the heart of the vision”

Teachers’ Pensions - our Vision “Teachers’ Pensions will be the best run, most cost effective, modernised and respected public sector pension administration in the UK” “Teachers’ Pensions will continually be recognised as the exemplar within the Public Sector” Providing an excellent service to stakeholders. An innovative and modernised approach to pensions administration. Be a trail blazer in digital solutions.

Our Vision Explained... Modernised Respected Cost Effective Dynamic Teachers Pensions has a clear direction, and it’s simple – be recognised as the pension scheme to which other pension schemes compare themselves – in essence we will be Exemplar. Teachers’ Pensions is passionate about providing maximum benefit to its stakeholders and an exceptional customer service. Teachers’ Pensions believes a Vision should be simple, strategic and exciting. It’s about being clear and concise. What is our vision? As stated – it’s simple, and can be defined by four statements, which when combined present a clear direction of travel. Modernised – Teachers’ Pensions uses current technologies to develop innovative solutions, creating digital communication methods and increased automation. Respected – Other Public sector schemes and Government departments see Teachers’ Pensions as knowledgeable, and a scheme they strive to imitate. Dynamic – Teachers Pensions is efficient, organised and highly effective. Cost Effective – Teachers’ Pensions’ solutions and processes provide genuine benefit, reduce costs and create efficiencies. “Teachers’ Pensions will always be forward thinking, planning for today and tomorrow”      Modernised Respected Cost Effective Dynamic

Innovation and Modernisation Putting Stakeholders first Key Components of our Vision Teachers’ Pensions Members Employers Innovation and Modernisation Putting Stakeholders first Payroll Providers People Performance Partners TP Vision “At the heart of the Teachers’ Pensions vision is a drive towards digital solutions and automation to present significant benefit to stakeholders and the Scheme” Digital Processes Digital by Default LEAN and Automated

Teachers’ Pensions in 2020 Modernised LEAN Automation In 2020, by delivering the vision, Teachers’ Pensions will reflect the behaviours and trademarks of an efficient organisation, where modernised solutions and forward thinking processes ensures the scheme is at the forefront of delivering value to all its stakeholders.   Our online functionality and straight through processing will be at the heart of the member and employer experience, maximising our digital offering, whilst the introduction of a LEAN approach will ensure that Teachers’ Pensions is underpinned by efficient and rigorous processes – delivering swifter customer responses. This will be evident through a smaller administration team supporting the Scheme in the future, as our members will maximise the self serve opportunities at a time convenient to them. The Teachers’ Pensions administration team, whilst being smaller, will have greater multi functional skills, developed through a structured, well coordinated and timely approach to training and development. This will facilitate a greater level of first contact resolution, significantly reducing the need for hand-offs, putting the member in the position of being able to get information and make decisions in a timely manner. The member and employer will have confidence in the information that they receive from Teachers’ Pensions, as quality is a way of life that is supported with high levels of automation. In overall terms the Teachers’ Pensions administration service will be less defined by its current functional teams and more by the service excellence it delivers to meet the need of its stakeholders. Whoever the stakeholder may engage with, they will receive the information they need in a timely manner, and have the confidence to make informed decisions; putting them in the powerful position of being able to actively plan for their retirement. Modernised LEAN Automation Service Excellence

for Delivery...Digital by Default! Mechanisms for Delivery...Digital by Default! “Enhancement of our online offering to ensure members and employers think digital first” “Creation of modernised and exciting IT solutions to deliver channel shift, ensuring TP are a pensions trail blazer” “Robust change management to deliver effective innovations, with genuine benefit to processes and technology” “Promotion of online functionality through new and existing member and employer communication channels”

How will WE deliver our Vision? Measures - Outcomes SLA Measures Customer service TP Strategies Disciplined Performance and Cost Management Focused Innovation and robust change management LEAN processing Increased Automation and Digital Focus Active stakeholder engagement and Management 2015 and Beyond...

Our Roadmap – A Flavour 2020 2015 2015 2015 – 2020, and beyond... Teachers’ Pensions are striving towards an organisation which reflects our Vision. The end goal is 2020 – and this document provides detail on what this goal looks like. Whilst the detail of our specific activities will be defined in time, and specific targets are provided as part of our outcomes measures, Teachers’ Pensions want to give a flavour of where we are heading, and how the strategies described in this document support the vision. Focusing on the channel shift element, the below Pie Charts show the increase in MPO registrations and Secure mail. MPO Registrations 2020 2015 Secure Digital Correspondence 2015 2015 – 2020, and beyond...

How will we measure our Success? The existing SLA/KPI measures will ensure our operational units continue to deliver an efficient and customer focused service. The existing Outcomes will continue to measure our focus on good customer service for members and employers Reporting tools, including the Annual Report and SDR will demonstrate our progress. Our new, Transformational, outcomes will ensure that innovation and our digital drive can be measured. Most significantly for Teachers’ Pensions is not just about evidencing our performance to stakeholders, we will continually assess our own performance, and improve, as we are passionate about the service we deliver...

Summary – Keys to Success “Channel shift will deliver self service, swift issue resolution and efficiencies”. “Teachers’ Pensions will drive for a modernised, future proof, service”. “Continual Improvement, exploiting opportunities and new functionality ”. “Robust change management will ensure the right improvements are made first” “We will listen to stakeholders; their needs are our priority”.