EPN612 - Closure of the help centres

Audience 

  • Pension leads
  • HR managers
  • Communications managers / business partners / responsible for internal communications distribution

Summary

This Employer Pension Notice details the closure of the member and employer help centres, as referenced in the last issue of Hot Topics, Hints and Tips.

Since their launch in 2019, the help centres have not gained sufficient traction with members and employers to the level that makes their ongoing maintenance viable.

At the same time, the main scheme website has benefited from content, layout and navigational improvements, which provide a demonstrable better user experience.  

Combined with ongoing enhancements to the search facility on the scheme website, users should not experience any reduction in the effectiveness of the site.

As the sites close, we would appreciate if employers could focus on promoting the scheme website to their employees using the variety of engagement materials available to them, which can be found on the Member Engagement Materials page.

Actions 

  • To note the closure of the member and employer help centres.
  • To promote the scheme website as a source of information for members.

Timing

With effect from 20 November 2020. 

Why

We launched the help centres (both Member and Employer) in 2019. Whilst they’ve both seen some usage, the analytics show that they haven’t delivered the traction we’d predicted. 

At the same time, the improvements to the scheme website have proven to deliver an effective experience for members seeking information. 

From the latest member engagement survey, the percentage of members able to find the information they were looking for on the website has increased by 14.33% and the percentage of members who said they found information on the website ‘easily/very easily’ has increased by 37.68%. 

So, from 20 November, both help centres will be switched off. At the same time, we’re improving the search facility of the scheme website to further enhance user experience. 

As employers, you’ll still be able to access the Employer Pension Guide (EPG) from the dedicated Employer section of the scheme website, so you shouldn’t notice any difference in service.

The closure of the help centres should not cause any escalations, or cause any undue contact from your staff. However, if there are any queries, please direct your employees to the scheme website and the search facility on the home page, from where they will still be able to access a wide variety of information and support.

Contacts

If you require any further assistance on the content of this EPN, please contact: communications@mycsp.co.uk.  

If you have a question about the distribution of EPNs, or would like to receive them in a different format, please contact EPN@MyCSP.co.uk.

You can find electronic copies of the Employer Pension Guide, all current EPNs and forms in the Employer section of the Civil Service Pensions website.

This notice is for employers and should not be issued to scheme members.

Members can find information about their pension by visiting the member's section.

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