Published 30 April 2025 | Last updated 30 April 2025
In February 2025, we held online workshops with employers, payroll providers and shared services.
The one-hour sessions, hosted on Teams, covered three topics:
- Communications and EPNs
- Employer Touchpoints
- Transitional Website.
If you couldn’t attend one of the sessions or would like to see the insight we gained, here are the highlights from each session:
Key points from Communications and EPNs
- Employers would like ‘final member communications’ without having to redraft content
- Member communications require a sufficient lead time and scheduled and for maximum impact
- Avoid communications from multiple sources which could make it hard to ensure consistency
- Some accept that the MI reporting currently supplied isn’t always consistent so room for improvement
- ERM support varies across employers – the service provided is different depending on the needs/requirements of the employer
- EPNs are highly effective and where necessary, should be supported with relevant communications
- EPNs should be on the secure portal to avoid member confusion
- Participants acknowledged that employer (and member) guidance isn’t always interpreted correctly by them. This can sometimes cause issues with inconsistency and inaccuracies between them and the administrator
- Scheme calendar is useful for employers and should be updated.
For further insight and ideas gathered, read the Communications and EPNs document.
Highlights from Employer Touchpoints sessions:
- The Employer Touchpoint document itself is clear, not too much detail, good flow diagram format
- Difficult to locate the Employer Touchpoints document on the microsite. The link wording “Journey of the process” did not make it clear that this took them to the Employer Touchpoints document itself
- Participants agreed with the decision to only publish information that won’t change
- Further clarity required about shared services/payroll providers’ access and how tiered access might work across all users
- Employers would like more information but appreciate that may not be available yet
- Employers like the idea of secure messaging as part of the Employer Portal to increase data security
- Participants much happier when it was confirmed employer forms aren’t changing yet
- Lots of requests for more visibility of member and employer processes via a track my case type system.
For insight gathered, read the Employer Touchpoints document.
About the Transitional Website
- Most employers were aware of the Transitional Website and had visited it
- Majority were happy with the content for now but didn’t think it provided enough detail
- Feedback suggested it was easy to use, navigation is clear and the website is consistent
For further insight, changes implemented, and next steps, read the Transitional Website document.
Your continued engagement and interactions with us will allow us to listen to what you have to say as we prepare to deliver a smooth service when we take over administration from 1 December 2025.
We hope to continue to see you at future workshops. To ensure you’re first to know about them, please email us at cspsevents@capita.com