The Pensions Administration Standards Association (PASA) has published the first in a new three-part guidance series on digital administration, emphasising the need for a saver-centric approach.

The guidance is intended to lay the groundwork for effective transformation by helping schemes assess their current technological maturity, identify opportunities and plan their next steps.

In particular, the guidance outlines how schemes can establish the right frameworks, technologies and cultural mindset to ensure successful and sustainable digital change, providing practical direction for schemes embarking on, or progressing through, digital transformation. 

The importance of a saver-centric approach is a key feature in the guidance, as PASA emphasised the need to ensure that every digital decision is driven by user experience and sets out key actions for schemes at varying stages of digital maturity, from new entrants to highly developed digital administrators. 

The next lot of guidance, which is due in January 2026, will focus on actionable strategies and planning frameworks for delivering digital transformation, regardless of scheme size or digital maturity. 

PASA Digital Administration Working Group chair and Procentia CEO, Liam McGrath, said: “Digital transformation doesn’t need to be intimidating, but it must be intentional. 

"This guidance helps schemes build confidence by showing how to take practical, achievable steps which lead to meaningful change.

"Strong digital foundations allow schemes to deliver real value for savers, improve operational resilience and enhance service experience. The aim is to move from transformation as a buzzword to transformation as a business enabler.” 

Adding to this, PASA chair, David Fairs, stressed that, "with growing expectations from savers, and a rapidly changing technological landscape, digital transformation is no longer optional".

"It’s essential to ensure effective, secure and responsive administration," he stated.

"This first instalment in PASA’s series offers vital insights to help schemes start, assess or strengthen their digital journey, and sets the tone for further detailed guidance to follow.”  

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