Performance Improvement in the Private Sector
Etch helped Equiniti Retirement Solutions achieve a sustained 70% reduction in guidance transaction handling times, unlocking the operational capacity to improve service quality, strengthen client relationships and compete more effectively in the UK pension administration market.
Equiniti Retirement Solutions partnered with Etch to redesign how pension guidance services were delivered within its UK operations. Rising demand for retirement guidance and increasing regulatory complexity had placed pressure on an operational model built on legacy systems and manual processes — with direct consequences for the quality and timeliness of guidance received by individuals making critical retirement decisions.
Working closely with EQ’s operational teams, Etch analysed the end-to-end guidance journey and redesigned the service architecture supporting guidance transactions. The solution combined Microsoft PowerApps, Power BI, Azure and custom .NET components to replace fragmented processes with a single integrated platform. The transformation delivered a sustained 70% reduction in average handling time across guidance transactions and improved visibility of operational performance. The platform simplified service delivery, improved data consistency and created a more scalable operating model for EQ’s guidance services. The programme demonstrates how close collaboration between client teams and consultants can deliver measurable operational improvement in a complex regulated environment — creating the capacity to reinvest in service quality, strengthen client relationships and compete more effectively for new business.
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