The Scottish Public Pensions Agency (SPPA) has launched a new online service to improve the way that customers contact the business about their pension scheme.
The first in a series of interactive webforms are now available on the SPPA website, allowing members of Police, Fire, NHS and Teacher schemes to send queries and questions more effectively to the correct area of the business.
The streamlined enquiry process will manage queries within a structured system which is designed to provide faster response times and the more efficient handling of requests.
Queries will be processed during SPPA office hours but members will be able to submit queries and requests 24 hours a day, seven days a week at a time which is most convenient to them.
Other member benefits include:
Security: The web form provides a secure way for members to share their personal information, protecting their privacy and ensuring their data is handled safely.
Tracking and Follow-Up: Members can track their inquiries and receive updates more easily, improving the customer journey experience by keeping them informed about the status of requests.
Reduced Email Volume: Centralising inquiries through the web form will reduce the volume of emails, helping to manage communication more effectively.
Improved Customer Journey: The web form will organise and prioritise inquiries more effectively, leading to a smoother and more personalised customer journey.
SPPA Head of Operations, Chris Nairns, said:
“The introduction of webforms for the SPPA will see a real enhancement in overall service quality for members, providing a more seamless and satisfying experience.
“The new system enables members to provide key information about their request so that it can be allocated quickly and effectively to the right business area within SPPA. The streamlined process will ultimately provide faster response times and the more efficient handling of member requests.
“The SPPA is committed to improving our customer services, particularly through digital innovation, and this is a significant step forward in that work.”
The new webform is now live on the SPPA website.