Case Study: The Pensions Ombudsman improves pensions complaints access with Civic website redesign

The Pensions Ombudsman boosts site engagement 61% with Civic

Civic was commissioned by The Pensions Ombudsman to redesign its six-year-old website. The challenge was to create a modern, responsive site that would increase user engagement, reduce calls to the helpline, and provide clear, jargon-free information about the pensions complaints process.

Using Drupal, Civic developed and launched a user-centered website with improved navigation and an integrated complaints portal. This solution led to a significant measurable impact, including a 61% increase in site engagement and a 63% increase in new users. The website is hosted on Civic's secure platform for optimum performance.

The Pensions Ombudsman