Case Study: Pension Protection Fund achieves efficient in‑house FAS administration and £1m annual savings with Civica UPM

Pension Protection Fund - Customer Case Study

The Pension Protection Fund (PPF) chose to bring Financial Assistance Scheme (FAS) member services in‑house to better manage the scheme’s unusually complex benefits for around 150,000 members. To accomplish this, the PPF selected Civica and its Universal Pension Management (UPM) platform to provide a tailored, flexible administration system and member website that would maintain the same high standard of service PPF members expect.

Civica implemented a co‑designed UPM solution with an intuitive, secure 24/7 member portal, real‑time updates to personal and bank details, and automated processes that reduced call waiting times and eliminated call menus. The project was delivered on budget, on time and to quality, yielding measurable results: 97.3% customer satisfaction during transition, a projected 39% reduction in administrative cost per member and estimated savings of £1 million per year, with further efficiency gains as more than 150,000 members transfer over the next three years.

Pension Protection Fund

Sara Protheroe

Chief Customer Officer