Our priorities for 2019/20
In 2019/20, our transition year, we have five business priorities which lay the foundations for, and set the future direction of, the Money and Pension Service while continuing to deliver a high-quality service to the millions of customers through the three legacy brands: Money Advice Service, Pension Wise and The Pension Advisory Service.
At a glance
Priority 1: Listen and engage
This year we will hear diverse views to help us build our new mission and make choices about where to focus our efforts. We will publish a three year Corporate Plan and National Strategy in Autumn that will seek to make a unique impact on those most in need.
Priority 2: Streamline and simplify
We will realise the benefits of bringing three organisations into one, and convert organisational efficiencies into frontline impact, whilst working towards a more streamlined customer journey for the future. We plan to start by rationalising and refocusing enabling functions.
Priority 3: Invest and grow
We will improve the capacity, quality and efficiency of frontline delivery through streamlining and increasing investment in specific areas. We will deliver commissioning plans to improve financial capability and money guidance to children and young people, and to working age adults. We will increase awareness of our services among those who need them most, through better referrals and local relationships.
Priority 4: Innovate and test
We will test ways to improve access to, and use of, information and guidance. We will conduct insight projects to deepen our understanding of consumer needs at different stages of their lives. We will develop new models of direct-to-consumer provision, and ways to support frontline practitioners, which in later years could be delivered at scale.
Priority 5: Strategy
We are a new organisation with an ambitious vision and purpose. Our people are integral to our future success. We have people working with us, and working within the sector, who have a wealth of skills and experience that we can learn from, as well as enable their potential to develop and grow. We will drive a customer focussed culture and behaviours through the way we measure ourselves and set standards across the sector.
Read more about out priorities in our Business Plan 2019/20.