We were asked to help a global financial services client to roll out a series of pension changes across their UK operations. These changes affected all UK employees who were members of their closed DB and DC pension schemes and an open GPP.

The challenge was this: to clearly articulate the reasons for the changes to all populations, ensure that people fully understood the 'before and after' picture, to support and project manage a full consultation process, to create a range of communications and provide feedback mechanisms to ensure that members were supported throughout the process.

We achieved this through a series of UK-wide member presentations and question and answer sessions. We also set up a website dedicated to the change, and a telephone helpline. We produced a series of booklets and regularly updated the frequently asked questions as feedback from members was incorporated.

Working closely with the head of pensions, we delivered the project on time and to budget, with over 90% of members moving over to the new arrangement. Speaking afterwards, the client felt that the key to success was the clear focus on educating members and ensuring that all of the communications were written in layman's terms.