1. Strategic Priorities & Vision LGA Teachers’ Pensions Conference, York 29 th September 2015

2. Annual Pensioner Activity Pensions Increase & P60’s Pensions Increase Over 680,000 calculations performed to assess eligibility for Pensions increase. Eligible members received increase between 6 th April and 5 th May 2015 P60 Over 680,000 P60’s despatched with Pensioner Newsletter Payslip for payments made between 6 th April and 5 th May 2015

3. Transfers As of April 2015 members no longer able to transfer out of Teachers’ Pensions to schemes with more flexible access Circa 300% increase in applications, leading up to the April deadline Teachers’ Pensions took action during March and April 2015 to ensure maximum number of completed applications for Transfer-out were registered ahead of the legislative deadline This included: Clear messaging on the website, standardised correspondence replies scripts for handling telephone enquiries Following successful applications all payments to alternative schemes were made before the end of May 2015 A loophole came to light after the deadline reopening the transfer process The process was then re-closed from the 7 th September following confirmation from HM Treasury in mid-August

4. Teachers’ Pensions Reform Behind the scenes All changes live in systems AVC & PRC regulations completed Board policies agreed and submitted to Board for review / approval Main regulations laid Work instructions updated Scheme Valuation completed Hartlink system changes specified, built and tested Training completed

5. Teachers’ Pensions Reform Communications 584,000 visits to change 2015 website 35,669 views of reform modeller 215,500 unique page- views of reform calculator 120,000 views of videos Email campaigns 77,000 downloads of employer factsheets 11,000 downloads of HR and Payroll Guides 293,000 downloads of member factsheets Training – over 200 seminars and 72 webinars (over 4700 registrations)

6. 2015 – Employer engagement Over 7k employers 100% engagement large scale employers 100% engagement medium scale employers 92% Small scale employers

7. 2015 – Member engagement Email campaigns Active members up to 47% open rates Deferred members 42% open rate Retired members 76% open rate

8. Website Improve users experience in searching for information Incorporate the new regulations within the content Final salary and career average arrangements Different active member types – protected, tapered transition and new Introduction of information for deferred members Introduce a series of new resources (forms, calculators, modellers) Merge content from teacherspensions.co.uk and teacherspensions.co.uk/change2015 The challenge for teacherspensions.co.uk

9. teacherspensions.co.uk -New navigation -New colour schemes (employer / member) -Prominent log in and register boxes -Update of all content and creation of new content

10. Employer Hub -Employer specific search -New layout – created new links to sections -Introduction of employer toolkit – incorporating HR and Payroll guide -Calculators section introduced Key changes and enhancements

11. Member Hub -Member specific search -New layout to main links -Introduction of new calculators and modellers -Introduction of deferred member section -Total overhaul of all member guides Key changes and enhancements

12. Annual Service Return 2014/2015 As of 15 th July 2015 - 1 week after deadline 9.7% of Local Authority employers still to submit their Annual Return 17.7% of non Local Authority employer still to submit their Annual return Overall 17.4% of Employers are yet to submit, which equates to 1208 employers Estimated that this affects the service records of 176,037 members As of 21st September 2015 – latest figures 0% of Local Authority employers still to submit their Annual Return 7.8% of non Local Authority employer still to submit their Annual return Overall 7.4% of Employers are yet to submit, which equates to 547 employers Estimated that this affects the service records of 68,772 members

13. Our Vision 2015 and Beyond...

14. 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.

15. Vision document... “State a clear and achievable vision, underpinned by the mechanisms for successful delivery” “Describe how Teachers’ Pensions will enhance its current solution and processes to achieve the Vision” “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 ”. “Demonstrate that Stakeholders are at the heart of the vision”

16. Members Employers Key Components of our Vision Payroll Providers 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 ” Teachers’ Pensions

17. Teachers’ Pensions in 2020 In 2020, by delivering the vision, Teachers’ Pensions will reflect the behaviours and trademarks of an efficient organisation modernised solutions forward thinking processes maximising our digital offering LEAN approach delivering value to all its stakeholders self serve opportunities - at a time convenient to them greater multi functional skills Greater level of first contact resolution member and employer will have confidence in the information that they receive high levels of automation Modernised LEAN Automation Service Excellence

18. 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”

19. How will WE deliver our Vision? 2015 and Beyond... 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

20. How will we measure our Success ? The existing Outcomes will continue to measure our focus on good customer service for members and employers Our new, Transformational, outcomes, will ensure that innovation and our digital drive can be measured. The existing SLA/KPI measures will ensure our operational units continue to deliver an efficient and customer focused service. 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...

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

22. Office move 20,000 floor tiles 500 litres of paint 2300 cabling points Over 67 miles copper cable 7 miles fibre optic cable Moves in 3 phases over the weekends: 9 th 16 th & 23 rd October