Equiniti Pension Solutions Division:

Committed to helping you deliver a star performance to your pension scheme members

Pensions are, and always have been, a core focus of Equiniti’s business. The Pension Solutions Division, which includes Equiniti Paymaster, Equiniti Claybrook and Hazell Carr, makes up over 40% of the overall Equiniti Group turnover and encompasses nearly 1,000 staff across 10 locations. We provide market leading pension administration, pay the pensions of some of the largest schemes in the UK and support numerous insurance companies with outsourced and IT services.

We’ve been around since 1836 and during that time we’ve never been afraid to embrace change. This year we have seen a name change for two of our pensions brands to reflect their place in the Equiniti Group.

We’ve won awards for pension administration and software every year for the last decade, but we’re not resting on our laurels. As part of Equiniti it is our ambition to be a top five Business Process Services Provider and we’re well on the way to achieving that ambition.

Take a look at some of our facts and figures over the following pages. Whatever your pension requirements – from data analysis and governance to annuity administration, auto enrolment software or closed book administration, we have the know-how and experience to help you deliver a star performance to your pension scheme members.

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ContentsHow it adds up 4

Serving up a recipe for business success 6

Partnering for success 8

Committed to bright ideas 10

A partner for life 11

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equiniticlaybrook.comequinitipaymaster.com

hazellcarr.com

Amplifying your pension services

Queen Victoria comes to the throne

1837

How it adds up

Some key stages from our journey so far

4

We provide pensions software, outsourced administration and payment services to 7.3 million scheme members. This represents 27% of occupational pension scheme members in the UK

7.3m 27%

On average 95% of Pension Solutions clients rate our service as good or excellent

95%On average 96% of Pensions Solutions clients would recommend or highly recommend our services

96%

Equiniti is a market-leading business process services provider. We support 2,000 of the UK’s leading businesses and public sector institutions, including around half of the FTSE 100. Our core capabilities are centred around complex administration and payment solutions including money transmission, administration and customer interactions delivered by 2,700 employees in 23 UK office locations.

We are leaders in share registration and pension services markets. We also have a strong presence in HR and employee benefits. Equiniti are the private sector partner for the first mutual joint venture out of UK central government, MyCSP.

Paymaster General begins providing pensions administration services

1836

Paymaster Whitehall building bombed in WWII

1940

Machinisation of pensions begins

1957

Monthly payment of pensions begins

1869

Paymaster takes on issue and payment of

retirement lump sums

1909

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Clients

Here’s a small selection of the blue chip organisations that make up our client list:

AwardsWe have won industry awards for pensions software and outsourcing every year in the last decade.

UK Locations

10Number of clients

133Number of employees

1,017Combined years of experience

6,515

Balfour Beatty

Cemex UK

Clifford Chance

Debenhams

ITN

MyCSP

NHS

PBSL

Police

Shell

Transport for London

University of Birmingham

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Industries

The scheme members we support work across 19 industry sectors including:

Agriculture

Arts

Mining

Construction

Education

Energy

Health

Manufacturing

IT & Communications

Professional

Public Administration

Retail

Transport

Water

Insurance

Banking

Burroughs Micr Reader installed, banking and pensions systems begin on PANDA

1969

Xafinity is established

2006

First pensions payments via BACS

1979

Equiniti Group is established

2010

Paymaster is the last government department to be privatised

Hazell Carr is established

1997

Xafinity Group acquires Hazell Carr

2008

Serving up a recipe for business success

6

We serve 1.2 million members across 13 schemes and 12 clients

13 schemes

1.2m members

Public sector

Even the greatest master chefs rely on a talented sous chef to keep things running smoothly behind the scenes. That’s a lot like what we do for leading businesses and public sector institutions across the UK, providing pension, payroll and annuity administration to ensure our clients can serve up the usual star standards their customers expect.

Pensions administration

We pay around 20% of all UK pensioners and 1.7m pensioners globally

20%

We administer annuities for nearly 600,000 insurance company customers every year

Annuity administration

600,000 annuitants

We serve 3 million members across 751 schemes and 78 clients. 59% of the scheme members we administer are in the private sector

78 clients

751 schemes

3m members

Insurance and payments

We pay over £13 billion to 2.3m pensioners and annuitants in approximately 180 countries each year

180 countries

2.3m pensioners and

annuitants

£13 billion

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Through our professional services business, Hazell Carr, we provide skilled technical resource, successfully delivering complex regulatory projects for some of the largest organisations in the UK. We’ve worked with every one of the UK’s top banks and insurers in the last five years.

We can provide an individual or a whole team of skilled and qualified resource to our clients anywhere in the UK, often at only hours’ notice.

Professional services

Over 1,000 contractors in client placements at any one time

2,500: Our available pool of professionally qualified, highly

skilled contractors

1,000contractor placements

2,500highly-skilled contractors

Providing market-leading software and services for pension administration, pensioner payroll, data analysis and actuarial valuation. Our breadth of experience and flexible software satisfies the full range and complexity of UK pension schemes.

Software

94% of Claybrook clients rate our technology as Good or Excellent. The same number also rate our market knowledge as Good or Excellent

technology

94%Market knowledge

94%

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We provide pensions administration software to 35 clients representing 6.2 million UK pension scheme members

6.2m scheme members

9 million people globally benefit from our pensions software

9m people

Partnering for successWe are committed to excellence in customer service. We partner with our clients to seek out ways to improve the customer experience for scheme members through a strategy of continuous innovation and development.

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■ Member focus groups ■ satisfaction surveys

■ Member charter – plain english ■ on-site support ■ Online and offline reporting ■ real-time stats and dashboards

■ onshore call centres ■ empathy and compassion training

■ Pensions education support and training

■ Floor-walking sessionscontact

infrastructure

Feedback

Customer

Supporting our clients

Client managers hold regular, formal reviews with clients, and deliver a unique plan of ongoing communications including:

■ Face-to-face meetings

■ Teleconferencing

■ On and offline reporting

■ 24/7 access to real time statistics and dashboards

■ Direct line access to client team for one-stop query resolution

Our client satisfaction programme formally surveys client satisfaction every quarter. Further in-depth surveys take place with key clients to ensure we best support their strategic priorities.

Our User Group, established 25 years ago, made up of representatives from key clients across many industries, meets regularly to share ideas and experiences and review our development roadmap and prototypes.

Improving the member experience

■ Unique in this industry, we commit to a Member Charter with each scheme we support, covering contact details, enquiry processes and complaints procedures. It’s written in plain English and available both on and offline for total transparency to members.

■ We train our member-facing teams to always consider each contact or query through the eyes of their audience, helping them to empathise and employ genuine compassion to improve member experience at every contact point.

■ We’ve kept our call centres onshore in response to member and client feedback, ensuring all telephone contact is simple, efficient and effective.

■ We run focus groups with our scheme members to better understand their needs: they’ve told us mobile and web are key concerns and we’ve taken this on board, developing new products across these platforms to better serve scheme members.

■ Our trainers regularly present to members on pensions education and take an active role in forums run by our clients.

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Partnering with our clients to deliver ‘Wow’ without any of the ‘Pow’

Committed to bright ideas

Improved employee communications

■ Sent via opted-in push notifications

■ SMS alerts for statements and quotation status updates

■ Email alerts

■ Newsletters

.Net technology

■ Using the latest and most effective technologies to ensure our platforms are always best in class

■ Planned integration with HR interfaces offering improved efficiency in processing, information sharing and reporting

Work management software

■ Offering enhanced Management Information reporting, enabling improved case management

Compendia

Web access ■ Compendia was the first web-enabled pensions

platform, and we’re still market leaders in web tools offering increased visibility and choice for employers and for scheme members via innovations such as Self-service opt-out

■ ASPOSE integration in self-service offers improved member communications, including annual allowance projections

Compendia Mobile ■ Compatible across most mobile devices

(iOS, Android, Windows phone), providing fund valuation, estimated pension calculations, and the ability to manage investments and engage with scheme providers

■ Instant chat for improved self-service experience

In the cloud ■ Improved access and reliability

Compendia AE ■ The only pensions platform designed

specifically to tackle Auto Enrolment

We’re committed to a continuous cycle of innovation, enhancement and development, both in technology and working practices. If there is a better, more efficient way to work, or one that is simpler in practice for our clients and their members, we will find a way to implement it. Our end goal is always to improve the member experience, so we implement new technologies where they can genuinely add value or solve problems – never simply for the sake of the technology itself.

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A partner for lifeBecoming a member of a pension scheme is the beginning of a unique relationship. In fact it can be one of the longest relationships an individual may ever have: starting with your first job and lasting for a lifetime.

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Working life Retirement phases

Auto Enrolment

Stakeholder Pension

Group Personal Pension

Defined Contribution

Defined Benefits

Income Drawdown

Lifetime/Enhanced Annuity

Variable Annuity

Equity Release

Long-term Care Provision

Retirement decisions

Pension pot accumulation

Pension pot decumulation

Do I need to save for my future?

Am I saving enough? Where are my various pension pots now?

When can I retire? How much will my pension provide?

How do I optimise my pension?

How do I phase my retirement?

How do I afford long-term care?

Life and pensions choices

equiniticlaybrook.com

Equiniti Claybrook provides market-leading software and services for auto enrolment, pension administration, pensioner payroll, data analysis and actuarial valuation. We are a major presence in both public and private sectors, delivering products and services to group schemes, consultants, insurers and third party administrators.

Equiniti Claybrook has developed an international base of clients, representing over 10 million scheme members. Our breadth of experience and flexible software satisfies the full range and complexity of UK pension schemes.

equinitipaymaster.com

Equiniti Paymaster is a leading business process services provider delivering pension administration, insurance and payment services to more than 750 schemes and 3 million members in major public and private sector organisations. Equiniti Paymaster makes payments totalling over £13 billion per annum to pensioners, dependants and annuitants in over 180 countries worldwide.

Equiniti’s pension solutions division provides software and services to a total 7.3 million members in the UK and has won industry awards in every year for the last decade, including in 2012 for Pension Technology at the UK Pension Awards and for Best Pension Administration Software at the Pension and Investment Provider Awards.

hazellcarr.com

Hazell Carr is one of the UK’s leading providers of skilled resources operating in the Financial Services industry today.

For more than a decade, Hazell Carr has provided companies with a range of placement services, focussing on pension administration, actuarial, complaint handling, customer services, project management and systems expertise.

With experience across many different sectors and projects, our clients benefit from a highly experienced, skilled and versatile resource pool (staff and associates), helping them manage workloads, develop best practice and transform their levels of customer service.

sales.claybrook@equiniti.com

01293 604 028

sales@equiniti.com

01293 604 949

contact@hazellcarr.com

0118 951 3971