RFP QUESTION 3.2
Our experience in practice
"Please provide examples of any projects undertaken that might be particularly relevant to the issues that are faced by the Collective Plan. Please include examples of your experience with digital communications and creating content that is compatible with mobile phone access."
Our experience spans three areas that map directly to the challenges the Collective Plan faces: communicating complex, unfamiliar benefit structures to large memberships; explaining change and uncertainty clearly, including sensitive financial adjustments; and delivering digital-first, mobile-compatible communications at scale.
1 | ScottishPower Pensions
ScottishPower Pensions had a communication challenge that many large DB schemes will recognise. Member materials had fallen out of date, there was no overarching strategy to guide what was produced or when, and digital adoption across the membership was low. The Trustee of their two DB schemes wanted to change that — not just by refreshing the collateral, but by building a solid foundation for long-term member engagement.
2 | Saudi Aramco
NCB Capital’s main client, Saudi Aramco, enlisted the help of the Impact team to tackle the various challenges around engaging employees with their retirement benefits. Our aim was to increase membership participation and contributions by helping employees to understand the importance of saving and investment, as well as reducing the number of withdrawals from individual accounts.
3 | Babcock
Babcock wanted to engage all current and former employees who had Defined Benefit savings. The challenge was to provide these employees with a structured toolkit to educate them on the options available under Pensions Freedoms.
1 | ScottishPower Pensions
ScottishPower Pensions had a communication challenge that many large DB schemes will recognise. Member materials had fallen out of date, there was no overarching strategy to guide what was produced or when, and digital adoption across the membership was low. The Trustee of their two DB schemes wanted to change that — not just by refreshing the collateral, but by building a solid foundation for long-term member engagement.
2 | Saudi Aramco
NCB Capital’s main client, Saudi Aramco, enlisted the help of the Impact team to tackle the various challenges around engaging employees with their retirement benefits. Our aim was to increase membership participation and contributions by helping employees to understand the importance of saving and investment, as well as reducing the number of withdrawals from individual accounts.
3 | Babcock
Babcock wanted to engage all current and former employees who had Defined Benefit savings. The challenge was to provide these employees with a structured toolkit to educate them on the options available under Pensions Freedoms.
Why this experience matters for the Collective Plan
Across these three projects, we have demonstrated the core competencies the Collective Plan needs from a communications partner:
- Experience turning actuarially complex subject matter into clear, accessible member communications.
- A track record of building understanding and trust over time, not just producing one-off deliverables.
- Applying member feedback and behavioural insight to improve clarity and engagement.
- Data-driven refinement and segmentation of the membership to shape a targeted communication strategy.
- Proven digital-first and mobile-compatible content designed for email, web, and member portals.
Some of our pension-specific client projects are subject to confidentiality obligations. We would be happy to discuss other relevant examples in more detail at the next stage.
For more of our work, visit weareimpact.marsh.com
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