Customers, clients, consumers, civilians & muggles!
Posted by Victoria Green on Monday 28 October 2013 at 12:38
Wednesday, 23rd October, 8.30am, Exhibitors stands all set up, teas and coffees are being poured and delegates start to arrive for one of the main platform events of the year the Platforum Annual Conference - #Platforum7.
This year it was about one thing and one thing only - the customer. It was so central to the day that even the term ‘customer’ was being debated should it be clients? Consumers? Etc,. Of course, the inevitable topics of margins, profitability, sustainability and ‘clean’, ‘super clean’ and ‘super, super clean!’ share classes came up but primarily it was all about engaging and sustaining successful relationships with the people who are destined to put their funds and trust in your organisation.
With key speakers from Aegon and Hargreaves Lansdown and verbal tweets (140 seconds, one topic, no pressure! Go!) from the likes of Nucleus, Chairman, Paul Bradshaw, there was plenty going on and a full range of opinions and insights. A Facebook engagement session demonstrated how we can use to technology to really ‘know our customers’ - although not everyone’s choice method of engaging with customers, the depth of data available and how you can use that data was nonetheless powerful.
There was repeated talk that the walls between organisations and customers need to be broken down. Customers need to be engaged in investing and while Auto Enrolment will help, it is uncertain if it will solve the issue. There was an overall agreement that through using smart technology, (smart phones, tablets etc) it will be easier for people to manage their monies enabling them to actively engage in their investments, making it a pleasurable experience not a negative one.
It’s apparent that industry intent is for customer/client engagement to increase through product and service transparency and making easier for customers/clients to move monies giving them more control and increased flexibility.
With this industry motivation to change the customers attitude to saving and investing it is only right that transfers are discussed as well, after all that is how the money will be moved. When you take everything in to consideration, its logical that an efficient transfers process is central to improving the customer experience and building confidence in your services and products.
Options Transfers is the industry’s only complete transfers service and it is trusted by 49 brands. Since its launch it has revolutionised the way transfers are conducted. Run by Origo, the service has continued to be developed to meet ever growing industry needs while still being easy to set-up and use. Today the service orchestrates the transfer of all asset types, whether that be in cash or the re-registration of assets, including Pensions, ISAs, GIAs, Bonds, SIPPs and more.
Having the ability to do everything in one place means your employees have a system and process they are comfortable with and your customers receive an improved, speedy and efficient service. This will go some way towards helping to sustain and build customer confidence while providing them with the service they deserve.
So whether you believe your customers are clients, consumers, civilians or muggles at the end of the day we are all deserving of a good quality service that enables the safe and secure movement of money without fuss.
Blog entry edited by an administrator on Mon 28 Oct 2013 at 12:44
Jus' like that - Part Two
Posted by Victoria Green on Tuesday 27 August 2013 at 09:44
Another area which could benefit from the ‘Tommy Cooper’ approach, and perhaps a little transfers magic dust, is the financial industry’s pensions transfer process outside of the Options Transfers service. It’s no secret that Origo’s Options Transfers service has transformed cash and asset transfers across the industry, reducing transfer times by up to 80%. What is new is how a part of Options Transfers is helping those who are not yet on the service.
Options Transfers is the pensions transfers service for our industry but for the proportion of the industry outside the Options Transfer community, the process of issuing, chasing and collecting discharge and lifetime allowance forms can be laborious and time consuming.
To further help the industry achieve fast pension transfers, we’ve now published our Common Declarations which form a part of our award-winning Options Transfers service. These Declarations were developed and agreed by over 45 financial brands and today they are used to complete over 40,000 transfers every month. They provide a common set of wording to be used on application forms; removing the need for discharge and lifetime allowance forms. This removal of paperwork helps organisations speed up this particular part of their paper-based transfer process.
The Common Declarations won’t completely resolve the issues and time delays in manual, paper-based transfers but they will help organisations take a step towards speeding them up. By enabling parties to capture this information, any time spent chasing and processing the forms is saved.
'Not like that - like that!'
The publishing of the Common Declarations has been welcomed by many in the industry, but the real issue is how to remove or replace these manual, paper-based transfer processes with more efficient, automated ones. Manual processes are often costly, labour intensive and time consuming, and in this digital, customer centric age it is vital to ensure streamlined, secure processes are in place to enable a quick, efficient service. Automating the transfer process may seem daunting, but really, it couldn’t be simpler.
As an industry body we develop and design solutions and services which solve common, industry wide problems. When the issue of slow, cumbersome manual pension transfer processes first arose we developed our Options Transfers service which helped the industry solve this problem. Today, the award-winning service is used and trusted by over 45 financial brands and has successfully reduced transfer times from months to just a handful of days.
With over 5 years’ experience of successfully running and managing the industry’s transfers service, combined with our unique ability to foster industry collaboration enables us to help organisations find the right solution for their needs. Our publication of the Common Declarations will play a role in helping to improve the processing time for paper-based transfers, but if you are interested in more efficient online transfers perhaps it’s time you started talking about automation.
We’re here and ready to help you work towards speedier transfers so that your pension transfer process will happen the way Tommy Cooper intended - just like magic!
Blog entry edited by an administrator on Tue 27 Aug 2013 at 09:48
Jus' like that - Part One
Posted by Victoria Green on Tuesday 13 August 2013 at 16:40
Wouldn’t it be great if everything happened the way Tommy Cooper intended...’Jus’ like that’. A little magic dust here, a spot of ‘abracadabra’ there and ‘ta dah’ you’re done! Of course there is no quick, magical way to make things happen the way they need to. But there are ways of working smarter to improve efficiency and help systems and processes work better so things appear to be working like magic.
Origo Standards were launched over 20 years ago and they quickly established a simple and effective way for financial systems to link together. This standard way of connecting also ensures data moving between systems isn’t lost or corrupted so that processes such as quotes, valuations and new business submissions are conducted efficiently, securely and smoothly.
Since their launch over 20 years ago Origo Standards have come a long way and the recent publication of ‘Phase 2’ of our Pre-population and Re-population Standard, which is part of our Flexible Integration Toolkit (FIT), is proof of this. This Standard, first launched last year (2012), helps data to be collected, edited and added to along its journey, effectively reducing rekeying so time is saved and errors are reduced for all parties.
Phase 2 of this Standard now incorporates even more data patterns including bank accounts, illustrations, remuneration and more. These additional data patterns make the Pre-population and Re-population Standard even more powerful, providing you with further building blocks which can be used to define and create a secure pathway for your customers data.
Today the ability to securely gather, move and receive customer data is now more essential than ever. Our Standards will help you simply and successfully manage the flow of data as well as those vital trading links between your partners.
Of course, advisers and their clients might not know an Origo Standard is being used to move this data but they will realise the benefits as much as the platform, provider or software provider that has implemented the Origo Standard. Helping you establish leaner, speedier processes, so whether you’re setting up new business or creating quotations you can be confident that Origo Standards will help it all happen ‘Jus’ like that!’.
Please note: Phase 2 of Pre-population and Re-population will be published shortly however, Phase 1 is currently available for adoption >
How secure are your emails?
Posted by Victoria Green on Friday 21 June 2013 at 11:03
There have been numerous cases of high profile loss of customer data, or electronic exposure of that data, in the past 2 years including global names like Sony, as well as several UK county councils. These have resulted in, not only large fines, but also reputational damage to the company or organisation involved.
These cases have served to make financial advisers and consumers increasingly aware of the threat to their personal and private information when being handled by the companies they deal with. Especially if those details are being sent from one company to another in order to complete a transaction.
As greater emphasis is being placed on data protection it comes as no surprise that the maximum fine the Information Commissioners Office (ICO) is able to issue may increase. It’s likely that from 2014 new proposals could see organisations that breach data protection regulation open to fines of up to 2% of their global turnover.
This is a massive increase from the previous maximum fine of £500,000, which reflects the greater importance legislators and regulators are placing on the protection of consumers’ personal data.
Every organisation is responsible for the data it holds, sends and receives, and ensuring it is protected and dealt with properly. But effective data protection is more than just deploying a range of measures to protect the data on the servers on their own premises such as firewalls and anti-virus software; it also affects emails. It is very easy to believe that emails are secure as they travel from one server to another but in fact, this is when they are at their most vulnerable. From the time an email is sent until the point at which it arrives at its destination, it travels along a web of public, unprotected and insecure networks. This leaves it open to electronic eavesdropping, snooping and theft.
If we consider the volume of personal data that is transmitted via email between financial advisers, platforms and product providers on a daily basis, for example, it is easy to see how a client’s personal details or a company’s private information could be exposed in this way.
Encrypting emails can prevent unauthorised access. But with several solutions out there, which do you choose? When you boil it down you really need an encryption solution which is scalable, fast to deploy, and most importantly easy for users of all abilities as well as providing a high level of security.
Identity Based Encryption (IBE) stands out as providing an easy-to-use, scalable solution meeting the high level of security needed, especially when dealing with client data, by ensuring that the email cannot be read by anyone except the intended recipient.
Unipass Securemail, developed with Trend Micro, one of the largest global internet security companies, delivers a user-friendly IBE solution with military strength NIST (National Institute of Standards and Technology) security.
An early adopter of Unipass Securemail was Scottish Life who recognised that while it had robust security measures in place to protect its own systems, it also needed to ensure the protection of the information that was being transmitted to advisers in and out of the company via email each and every day.
The chosen solution needed to be adviser focused, flexible, scalable, easy-to-use and value for money. Scottish Life extensively and thoroughly trialed Unipass Securemail before selecting it for roll out internally and to all its adviser user community.
Describing the process Keith MacPherson, Head of Marketing Development, Scottish Life, said: “We were looking for a solution that solved the issues of data protection and was easy for advisers to use and simple to integrate with our existing systems. We chose Unipass Securemail as it ticked all the boxes. The service, help and support from Origo has been great, as they provide a friendly and efficient service for both advisers and us.”
The more information we send electronically via email the more chance there is that at some point the data will be misdirected, lost or intercepted. Adoption of Unipass Securemail ensures only those intended to read the email can actually do so, significantly reducing the threat to personal and commercial data and to an organisation’s business flow and reputation.
Over 70,000 users are already registered on the service, when will you be joining them?
Blog entry edited by an administrator on Fri 21 Jun 2013 at 11:09
The industry needs efficient small pension pot transfers
Posted by Victoria Green on Tuesday 07 May 2013 at 16:19
The introduction of pension auto enrolment has brought to the fore the issues around the ability to transfer small pension pots between provider companies when people change their employment.
Labour mobility is now an essential part of the UK economy and anecdotal evidence suggests that people may not only change job on a more regular basis than was perhaps the case 10-20 years ago but could change career 2-3 times in their working lives.
Accordingly, the ability of people to carry pension arrangements with them when they change employer rather than freeze the pension, as often happened in the past, with all the additional administration and cost involved, has become a more pressing issue.
Origo responded to the issue by launching the Options Transfers service in 2008. Since launch to November 2012 Options has transferred over £26bn in pension money between providers for the end customer. The figures below show the percentage of pension-to-pension transfers that fall within the small pot category.
|Pension to Pension Transfers||2012||2011||2010|
|Average ceding pot (£000)||44||41||43|
|Under £5k (%)||14||14||13|
|Under £10k (%)||26||26||25|
|Under £20k (%)||44||45||44|
The pension to annuity transfers, i.e. those using the cash from their pension to purchase a lifetime income reveal a similar picture.
|Pension to Annuity Transfers||2012||2011||2010|
|Average ceding pot (£000)||35||35||32|
|Under £5k (%)||11||11||11|
|Under £10k (%)||23||23||24|
|Under £20k (%)||45||46||48|
Significantly, Options has experienced a 42% rise in transfers in the past year. This reflects both the growth in the number of major companies using the service and the greater use of Optionsby all users as the market has opened up more widely to transfer of business, resulting in this substantial organic growth.
The industry needs to have confidence in its technology services that ultimately affect the service provided to the end customer and the fact that Options Transfers handled that substantial 42% increase in volumes without impact to the end customer is a clear demonstration of just how robust and scalable it is as a system.
Now, with the facility to re-register assets, an issue that we expect to take on increased importance in 2013, Options is the only complete transfers service in the market.
Blog entry edited by an administrator on Wed 8 May 2013 at 16:30
Joining the dots
Posted by Victoria Green on Friday 25 January 2013 at 11:07
As an organisation that quite literally joins the electronic dots between various parts of the industry, in particular between providers, platforms and financial adviser firms, Origo is fortunate to be in a position to foresee and so work to provide solutions to common, key issues in the market.
One area, that in 2012 we raised as a pressing issue, was the re-registration of assets between SIPP platforms. Our White Paper issued in October 2012, highlighted just how far away the industry was from being able to effect efficient re-registration.
Of course, the SIPP market is far more complicated than many others because of the wide range of assets that can be held within the wrappers, coupled with the variations in the liquidity of those assets, and this creates obvious problems for providers when they receive a request for a transfer.
However, this is an area that can be dramatically improved by the implementation of efficient technology. We have worked to build an addition to our well-established ‘plug and play’ solution that platforms and providers can adopt both quickly and easily to demonstrably reduce transfer times for a range of assets including; SIPPs, ISAs, GIAs and more. This service enables firms to get on with running the other parts of their business, providing peace of mind that this particular RDR and TCF issue has been ticked off.
There are three drivers that are set to put this area of the market more intensely under the spotlight in 2013.
1. FSA Intentions: The FSA’s intention to focus on ensuring a better outcome for consumers needing to transfer cash and assets between providers.
2. Market Developments & Competition: There is potential growth in the retirement market itself (Auto Enrolment etc). We’re also experiencing increasing competition between platforms and providers, and a company’s standard of service is a core differentiator.
3. The RDR: Lastly, we are due to see an increase in asset transfers as the financial advice market adjusts to the new RDR landscape. There has already been a flurry of merger and acquisition activity in the adviser market since the New Year that, inevitably, will demand transfers of assets between SIPPs and platforms as firms shift clients to their preferred platforms /providers.
So it is no surprise that leading SIPP providers and platforms are already moving to employ automated asset transfer and re-registration capabilities, not least as a means to create clear blue water between themselves and their rivals.
Before Christmas we announced that AJ Bell was one of the many major platforms to join Origo’s Options Transfers Re-registration service, and hot on their heels is Curtis Banks - another major SIPP provider wanting to benefit from an industry tried and trusted service.
It’s clear to see that the need for an experienced, low-risk, wide coverage transfers solution is essential to help our industry join the dots.
If you are a platform or SIPP provider and would like to know more about Origo’s Options Transfers service, please take a look at the re-registration section of our website or call us on 0131 451 5181.
Your RDR Alka Seltzer
Posted by Victoria Green on Tuesday 08 January 2013 at 09:51
As we welcome a new year and begin to get settled in and get back to ‘normal’ we all know that the times that lie ahead will be anything but ‘normal’ especially as the RDR hangovers start to settle in. Platforum’s, Holly Mackay, stated that ”...as we head into 2013, it feels as though no-one is actually quite sure what is going to happen!” and for many that will be the case. With some restructuring and the FCA taking the reins - 2013 will bring significant challenges for a range companies and for some there will be some catching up to do in the first half of the year.
The RDR demanded attention from various departments and resources within organisations in the run-up to 2013. So last year, there was an element of fumbling in the dark when it came to addressing certain RDR issues such as Asset Re-registration - where the FSA mandated that it is to happen “in a timely manner”. As our pension and investment industry continues to grow, the issue of being able to efficiently re-register assets also gets bigger. And as the light shining on our industry becomes ever brighter customers, advisers, regulators and others expect a level of service which can only be managed by effective management of assets including the ability to transfer efficiently.
As the industry’s eCommerce body, we work with the industry to bring solutions that not only solve regulatory commitments, but which also ensure trading relationships between platforms, providers and advisers are more efficient. Our range of services includes Options Transfers - a tried and trusted industry solution for the efficient transfer of pensions. As an award-winning transfers service, we also developed the addition of Options Re-registration which enables re-registration of assets including SIPPs, ISAs, GIAs and more. But our commitment to assisting you with RDR doesn’t just end here.
Our longest standing service – Origo Standards - provides the backbone for industry secure messaging, enabling information to move smoothly from one party to another in a compliant and efficient manner. Established in 1989, Origo Standards have continued to be developed and adapted as the industry evolves. Most recently we launched our Remuneration Statement Standard. Designed to specifically address the changed remuneration structure brought about by the RDR, it enables advisers to match each and every individual payment.
Working with us could be just what your RDR hangover needs.
Think of us as your RDR Alka Seltzer!
Blog entry edited by an administrator on Tue 8 Jan 2013 at 11:15
Platforum - Chicks III
Posted by Victoria Green on Friday 23 November 2012 at 17:17
Now in its third year, the Platforum Women in Finance event is attracting more and more ladies from our industry to meet, network and learn from each other.
There are few events where whether you have a (working) microphone or not your voice can be heard. With a great line up of speakers – all of whom did extremely well – there was plenty to discuss and debate during the afternoon.
As one of the speakers, I was invited to discuss what the industry can expect in 2013 and with limited time, I chose to focus on two topics that are close to my heart:
1. Systems integrations
The RDR will see increasing pressure on advisers to better demonstrate the value they provide to their clients. This pressure, in turn, will be applied back up the Value Chain as advisers, like their clients, are becoming more and more demanding of their chosen suppliers.
So how can we derive more value? Essentially, cost reduction and increased opportunities for business – and if our business is money, then how we deal with each other, our “currency” if you like, is data. So, when we set-up our trading links, our “data exchanges”, we want them to be:
• Easily maintained;
• Efficient and
• Cost effective.
Origo recognises that no party in the value chain is an island and our eCommerce standards library dedicated purely to Platforms will help drive more value to the adviser and ultimately the end client.
There are a range of drivers behind the increasing trend in transfer numbers. Life events, improved market propositions, regulation and consumer savviness –so we’re seeing demand in re-registration transfers increasing too.
Re-registration is increasingly coming under the spotlight. The FSA has mandated that transfers must be conducted in a ‘timely manner’ and as part of an adviser’s platform due diligence, the ease of moving assets on and off platforms is a critical consideration.
So, what is the industry doing to address the transfers and in particular in-specie transfers or re-registration?
Since launch four years ago, Origo’s Options Transfers service has seen ¾ of a million transfers go through the system. More recently, we’re encountering on average 40k transfers initiated every month and we’ve continued to reduce transfer times by 80%.
We’ve now also added re-registration capability which makes Options the only complete transfer service in our industry.
Based on research Origo commissioned in August, we’re hosting a free interactive webinar to explore and explain the complexities of re-registration transfers on Wednesday 28/11 at 10am.
Overall, a great day, great conversations and the wine free flowing! Looking forward to Chicks 4!
Blog entry edited by an administrator on Mon 3 Dec 2012 at 09:52
Blog entry edited by an administrator on Mon 3 Dec 2012 at 09:55
Origo webinar blog - 8 Nov 2012
Posted by Victoria Green on Thursday 08 November 2012 at 15:22
Our thanks to everyone who joined our webinar this morning.
We believe there are crucial issues around the transfers of SIPPs that, in amongst all the noise around RDR, the industry has yet to get to grips with, notably the re-registration of SIPPs, volumes of which are likely to grow over the next few years.
What has been lost in that noise is the fact that just as platforms have been charged by the FSA to have reasonable processes in place to effect re-registration in a timely manner, this also applies to SIPP platforms.
The crux of the matter is that currently the SIPP market is complex with no single business model that would help with standardising market practices and a range of assets to transfer, from mutual funds to more esoteric investments such as commercial property. At the same time pensions are coming increasingly under the spotlight of both the Government and the Regulator.
Our research into the SIPP transfer process has shown that currently it is largely manual, there are differing interpretations of who does what and in what order, there is no consistent format for data nor in whether a wet signature is required, and as might be expected, there are variable response times, not helped by an inadequate resourcing of transfer out teams.
This sees the industry facing a range of issues including increased administrative costs, slow transfers exposing the end consumer to market risk, poor customer service, potential for detrimental outcomes for consumers, and in consequence, the threat of increased regulatory scrutiny and intervention if the FSA/FCA believes the industry is not responding to the significant improvements it wants to see in re-registration.
Yet these improvements can be quickly and easily enabled through the automation and orchestration of SIPP transfers. The benefits would be almost immediate: we would see less paper, less keying, fewer errors and so less progress checking; faster transfers with less reworking because the data is correct and standardised to ease processing; reduction of risk through the ability to facilitate internal audit controls; in effect a faster, better service, which should generate fewer complaints and in turn fewer potential claims for compensation.
Importantly, these benefits would lead to greater confidence in the transfer process and the ability to process greater business volumes, as well as relieve potential regulatory pressure on the SIPP market.
At Origo we have been developing our Options Transfers service to incorporate SIPP (and ISAs and GIAs) re-registration. Our aim has been to provide a consistent transfers service – whether for cash or re-registration of assets – and to ensure the exchange of a broader set of data such as the wrapper information incumbent of SIPPs, making Options the only complete transfers service in the market.
Our re-registration service provides a flexible off-the-shelf solution to providers’ and platforms’ asset transfer issues. For the SIPP market in particular, it ensures:
- a standard way of working with industry peers
- established roles and an agreed sequence of events
- common declaration on application forms, which does away,for example, with discharge forms (and for annuities lifetime allowance forms)
- paperwork is removed from the process
- agreedtimeliness standards, which can be fixed for different asset types
- monitoring against agreements and standards,with published results
- tracking of individual cases, with a specified contact allocated to ensure a well-orchestrated transfer regardless of the complexity of the SIPP involved
- and data interchange and messaging is electronic, providing the speed and the auditing benefits one would expect of an eCommerce service.
Importantly, this is a stand alone transfer hub that is web-based and because it is an off-the-shelf solution it does not place a drain on providers’ internal IT resource - users can be up and running with it very quickly indeed, which means they can meet their RDR re-reg commitments.
Or call 0131 451 5181 to find out more.
Blog entry edited by an administrator on Mon 3 Dec 2012 at 09:50
Webinar roll call
Posted by Victoria Green on Tuesday 06 November 2012 at 17:25
We are calling on platforms, SIPP providers, life companies, financial advisers and any other interested parties to get involved in Origo’s industry webinar on the re-registration issues facing the SIPP market.
The webinar will be held on Thursday 8 November at 10.00am and you can register to attend.
The webinar aims to generate active dialogue amoungst industry participants and start the process towards advancing automated and orchestrated SIPP re-registration, to enable cost savings and improve the experience for consumers.
As our recently published White Paper has revealed, there are some key issues that the industry has to address if SIPP transfers are to be carried out in the ‘timely manner’ that the FSA has stipulated for providers and platforms in order to meet their RDR requirements.
There are clear operational difficulties as well as regulatory pressures for the SIPP market if action is not taken to address these issues.
Research for the White Paper was conducted with 15 providers and platforms in the SIPP market and examined the current processes, where those processes were less than efficient and how and where they could be improved.
Our research demonstrated that there are core questions the industry needs to tackle straight away. These include:
• who does the transfers work?
• who are the other parties involved in that transfer?
• who carries the costs and risks involved in transfers currently?
• who will benefit from an improvement in the efficiency of transfers?
Blog entry edited by an administrator on Mon 3 Dec 2012 at 09:54