Pension Services

Communication Strategy Issue date - July 2013 Review date - December 2013 Version 3

Introduction

Contents

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.

Introduction ................................1 Key Objective...............................2 Key Stakeholders..........................2 Key Principles...............................2

How we communicate with: Elected Members..........................2

Staffordshire County Council - Pension Services, are responsible for administering the Local Government Pension Scheme (LGPS). Scheme members participate in the Staffordshire Pension Fund.

Scheme Members (and their Representatives)..........................3 Scheme Employers.......................4 Prospective Members/Employers.................... 5

The Fund is committed to providing comprehensive information to its stakeholders through the most appropriate communications medium.

Fund Staff...................................6 Other Bodies...............................7

An effective communication strategy is therefore necessary to ensure that the Fund meets its Key Objective and stated Principles.

Pension administration - internal lines of communication.................8 Publication Matrix........................9

Set out in this Strategy document are the approaches used by Pension Services to meet those communication needs.

Data Protection/Control.... ..........10 Rights to Information..................10 Equality of Access................... ...10

The content of this Strategy is supplemented by the document ‘Strategy to Address Communication Relating to Pension Reform 2011-2012’ dated October 2011.

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.

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.

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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.

To evaluate the effectiveness of our communication through the use of: o

Feedback questionnaires

o

Monitoring compliments and complaints

o

Customer survey

Key Stakeholders How do we communicate with Elected Members?

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

Regular reports are prepared to communicate performance relating to: •

Investment

•

Audit

•

Administration

•

Governance

•

Risk analysis

The communication channels used include:

•

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-toface communication

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.

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How do we communicate with Scheme Members (and their representatives)? Telephone The Fund uses a direct line contact telephone number to connect the member directly to the person who is handling their case.

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.

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.

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.

Retirement Planning Courses Pension Services are able to provide support to Scheme employers when they arrange these courses.

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.

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.

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.

New for 2013/2014

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.

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.

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.

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.

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 autoacknowledgment.

‘MSS’ allows members to carry out calculations on-line and change certain data fields on Altair.

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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.

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.

Contact Database An e-mail contact database has been set-up for Scheme employers. This enables Pension Services to communicate information quickly and efficiently.

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 Guide An administration manual is available for all Scheme employers. Regular updates to this manual are provided as the Scheme rules change.

Employers Newsletter A newsletter is produced monthly for all employers. This medium will be used to communicate any issues that are currently under debate.

Technical Updates All employing bodies are issued with correspondence to inform them of any changes to the administrative procedures operated by Pension Services.

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

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.

To be approved at June 2013 Committee

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.

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?

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.

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.

On-going From 1 October 2012, UK employers will be required to automatically enrol staff into their pension schemes. This autoenrolment will apply to the Staffordshire Pension Fund and will require Promotional Campaigns to be reviewed and configured accordingly.

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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.

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-toone meetings within team structures.

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.

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.

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.

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]

Intranet Each member of staff has access to the Fund’s intranet so that it can be used as an information resource.

Assistant Pensions Manager – Simon Jackson Telephone: 01785 276450 E-mail: [email protected]

E-mail 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.

Assistant Pensions Manager – John Wiggins Telephone: 01785 276482 E-mail: [email protected]

Open door policy Operational staff have unrestricted access to their supervisors and senior colleagues to discuss and resolve pension related issues.

Communication Officer – Martin Griffiths Telephone: 01785 276070 E-mail: [email protected]

Induction All new members of staff undergo an induction procedure to acquaint them with the operational running of Pension Services.

Communication Officer – Vikki Evans Telephone: 01785 276419 E-mail: [email protected] 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:

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:

•

Unison

•

T & G Midlands

•

Hymans Robertson (Actuary)

•

UCATT

•

•

GMB

Standard Life and Clerical Medical (AVC providers)

•

A mortality tracing service (TBA)

There are also two non-voting Trade Union representatives on the Pensions Committee.

Pension Seminars and Conferences Representatives of the Fund periodically attend seminars and conferences organised by the pensions industry. These are arranged by:

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.

•

Local Government Employers Group

•

Heywood (software supplier)

•

Southwest Provincial Council

Central Government The Fund regularly receives and exchanges information with:

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.

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•

CIPFA

•

HMRC

•

GAD

•

DCLG

Lines of communication relating to the administration of the Pension Fund

Administering Authority: STAFFORDSHIRE COUNTY COUNCIL

PENSION SERVICES

PENSIONS FORUM Employer and Trade Union representatives

Monitors pension administration activities

PENSIONS COMMITTEE (9 members and 5 non-voting Forum Representatives)

Periodically monitors the performance of the Pensions Panel

Sets overall objectives

PENSIONS PANEL (5 elected members)

Monitors the performance of Managers

Appoints Managers

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Publications Matrix

Communication Material

Paperbased

Electronic Form (PDF)

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

Annually

Annually

Deferred Benefits Information Pack

Constantly available

Annually

Pre-retirement Pack

Constantly available

Annually

Pensioner Newsletter

Bi-annually

Annually

Annually

Annually

Annually

Annually

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

As required

n/a

Annually

Annually

Constantly available

Annually

Monthly

Monthly

As required

n/a

Annually

Annually

As required

n/a

Employee Newsletter

Scheme Member’s Annual Benefit Statement Deferred Member’s Annual Benefit Statement Scheme Promotion Leaflet

Payslip Inserts Communication Strategy Welcome Packs Employer Newsletter Pension Reform Bulletins Pension Reform Communication Strategy Focus Newsletter

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Website

Equality of Access Data Protection 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.

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.

New for 2013/2014 Pension Services is introducing a Document Control policy to manage the review and update of its communication material.

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Contact us By writing to:

Pension Services Section, Staffordshire County Council Wedgwood Building, Tipping Street, Stafford ST16 2DH

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