We view pensions administration as a people process which is supported by technology and we have created a culture in which our staff can develop and thrive. Members expect things to be “right first time” as part of a high quality service. Our core proposition is to provide the highest quality and most accurate service possible. We do this by ensuring that our administration teams are highly trained and follow well documented procedures, and that they demonstrate the core values of our quality driven culture at all times. We follow a “right first time” approach to our administration in all that we do. Pension administration systems are a critical ingredient in the ability to provide a quality service. Our administrators are supported by industry leading technology including our administration platform, PenScope, which was developed by us in house and is now owned and maintained by the pensions software and database company, ITM. We have created a high level of systems integration and automation centred around PenScope and our Electronic Document Management and Workflow system, based on market leading IBM FileNet software. Extending from the core system are a number of interfaces to third party software solutions such as the Altus Instruction Gateway and CashFac Virtual Banking Technology.