Member survey sub-committee
Pensions administration is more than just a set of operational processes. It is also a service and the end recipients of the service are pension scheme members. Members may not be able to check the accuracy or compliance of an administration service, but understanding their perception of the quality of the service provided is very important, both as confirmation to trustees and sponsoring employers that their objectives are being met and a rich seam of information to drive continuous improvement for administrators.
The PASA member survey sub-committee will research both the content and means of collecting information for leading satisfaction surveys for individuals before developing and implementing a PASA Member Survey to "listen to members". The survey will be used by administrators to benchmark their service against that provided by other users of the survey and identify areas for improvement. When PASA launches its Accreditation scheme (planned for 2012), the Member Survey will be one of the measurements taken into account.
When the Member Survey sub-committee implements the new PASA survey, it will ensure that existing users of the survey developed by its predecessor, RSPA, can migrate with ease and with continuity of the results they monitor.
The current members of the sub-committee are:
- Peter Dyer, Chairman - Hymans Robertson
- Daniel Bescoby - Capita
- John Simmonds - CEM Benchmarking
- Heather Quelch - JLT
- Nigel Metcalfe - Aon Hewitt
- Jonathon Clark - RPMI
