Pensions dashboards will be mainly used at life event such as retirement, redundancy and job changes, trustees and scheme managers believe, with one consultancy saying this marks a shift away from continuous pensions engagement towards more targeted, event-driven use.  

A webcast poll by consultancy WTW, conducted in June among trustees and pension scheme managers, found that 43% believe members will turn to dashboards during key life events, and 40% expect usage to depend on prompts from scheme communications, while just 13% expect to see regular, proactive use.   

The consultancy argues the results indicate that on their own, dashboards may not drive sustained change in pensions engagement but highlight the need for communications strategies built around life events when members are most likely to act. 

“Schemes should not assume that access alone will drive engagement. Targeted communications, aligned to life events, will be critical if dashboards are to translate into better decisions and outcomes,” said Geraldine Brassett, a senior director in WTW’s pensions outsourcing business.  

The poll also found trustees and managers expect post-launch challenges, with 39% concerned about managing increased member enquiries, as pensions become more visible.  

Accuracy of data was cited by over a third (36%) of respondents, with WTW saying this points to the reputational stakes for schemes as dashboards bring legacy data issues into sharper focus. The Pensions Regulator has said it will put increased focus on data accuracy in the run-up to the dashboards deadline and start checking value data, as it found preparations for this lagged behind those for displaying personal data.  

The majority (76%) of respondents to the WTW poll think there will be at least a moderate increase in engagement once dashboards launch but expect this to be concentrated among members who are already engaged, unless schemes invest in more proactive support.   

Brassett said: “Dashboards represent a significant step forward in how members access their pension information. But the real test will be what happens next, how schemes respond to increased demand, how they maintain data quality, and how they support members in turning insight into action.” 

The state-backed MoneyHelper Pensions Dashboard is being prioritised by the government and will go live first, expected in the financial year 2027-28. A hard deadline for all schemes to connect is approaching on 31 October, when a further update on timings will be given. About 85% of records are already connected. 

Experts have previously said they doubted whether private sector dashboards will see the light of day given long project delays and previous lack of clarity over dashboard requirements, but the Pensions Dashboards Programme recently said the government "is committed to facilitating private sector dashboards" and has invited members to form a private sector dashboards working group. 

PDP, which sits within the Money and Pensions Service, is currently conducting phase 2 of its consumer testing with "increasing numbers of users across a range of demographic groups and pension types".

In addition to consumer testing, MaPS is commissioning social research with a nationally representative group of participants, aiming to provide accurate indications on user outcomes.

 

 

   
How do you expect scheme members to use pensions dashboards ?