Offering personalised experiences to members

The challenge

With over 13,000 employees, EDF Energy is UK’s largest producer of low-carbon electricity, the biggest supplier of electricity by volume in Great Britain and the largest supplier to British businesses. EDF Energy worked closely with the Mercer UK Communications Team to review their pensions arrangements to improve administration efficiency and reduce total costs.

Following a comprehensive programme of negotiation with Trade Union partners and a consultation exercise, all EDF Energy pension scheme members, regardless of category of membership, were targeted with key information concerning the proposed changes and the options available to them as a member of the scheme. See below how we integrated both online and offline solutions seamlessly to ensure greater impact of the exercise.

The solution

We helped deliver a number of items as part of a huge engagement programme that took place during 2015 to help people understand the financial challenge, the need for change and the options available to them as individuals.

We worked extremely closely with EDF Energy to ensure that all employees received personal packs explaining the proposed changes, with tailored information about the plans, the choices available and what they would mean for them as a member of the Scheme.  This included personalised illustrations and online modelling, pension guides, a microsite and face to face support.

Furthermore, almost every employee attended at least one face-to-face briefing and had the opportunity to raise questions – and have them answered – in person or on line. 

The results

The project was a major success and many employees read the information provided and offered feedback to EDF Energy.  This, together with Trade Union input, was acted on where possible, resulting in significant amendments over the course of the year to the company’s initial proposal.  Some of the key numbers coming out of the project were:

  • 7,500 visits to the Benefit Reform Website
  • 94% of employees attended face-to-face briefings
  • 400 people completed a MyCampus training course
  • 340 mandatory briefings and 200 face-to-face surgeries took place across sites
  • 206 individual pieces of feedback and 34 different suggestions on potential amendments
  • 115 questions answered on the website
  • More than 1,000 emails sent to a pensions questions mailbox was conducted).