Lornefield Pensions Administration / BB-Demo – Check In
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Lornefield Pensions Administration: documents · 2025-02-17 13:30
Check-in on 17 Feb 2025 with the Head of Data. Managers are using the brain on their own schemes and in the weekly meeting. The Chief Operating Officer is being careful about the spring renewal and wants honest evidence.
What was said
What this says
Current to 11 Oct 26Check-in on 17 Feb 2025 with the Head of Data. Managers are using the brain on their own schemes and in the weekly meeting. The Chief Operating Officer is being careful about the spring renewal and wants honest evidence.
What happened: Imogen Hartley said three managers tried the example questions and one saved a morning of cross-checking on a larger scheme. The weekly scheme meeting now opens with what the brain shows.
Customer view: she accepted a morning-after note on failed connector loads, to her and the other admin. A high priority ticket is resolved but left open on her side.
Commercial: the Chief Operating Officer is aware of the new routine and is not to be rushed on the spring renewal. Imogen asked that any mixed picture be shown to her first.
Watch: Daniel Okafor owes the usage and questions picture and the manager's comment, if she agrees to share it.
Themes
Current to 9 Oct 26Theme
Manager adoption, renewal evidence
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to set up the morning-after connector failure note to Imogen and the other admin and confirm when it is live.
- Daniel Okafor to send the questions-asked and trustee-call usage picture ahead of the next check-in.
Risks
Current to 9 Oct 26- The Chief Operating Officer is careful about the spring renewal and will not be rushed.
- Connector failures are only flagged the morning after, so managers may still notice them first.
Opportunities
Current to 9 Oct 26- Using the brain to open the weekly scheme meeting could deepen adoption and support the renewal case.
Transcript
Daniel Okafor NoneImogen, good afternoon. Thank you for making the time. It's just us two, I think?
Imogen Hartley NoneGood afternoon, Daniel. Just us. I've got ten minutes before another meeting, so you'll forgive me if I'm brisk, but I've set aside the full slot if we need it.- Daniel Okafor NoneNot at all. I'll be brisk too. How's the week been? Did the auditors finally leave you alone?
- Imogen Hartley NoneThey did, thank goodness. Everyone's looking about ten years younger. It's the cold that's getting people now, half the office is sniffling.
- Daniel Okafor NoneOh dear. Well, I'll try not to add to the misery. I wanted to follow up on the two things from the review a couple of weeks ago. The example questions for the fee invoices, and the notification when a connector stops loading. Shall I start there?
- Imogen Hartley NonePlease. I did read the pack. It was useful, actually. Better than I expected.
- Daniel Okafor NoneThank you, that's good to hear. Did any of the managers try the questions?
- Imogen Hartley NoneThree of them did, and one came back to me rather pleased. She'd compared a fee invoice against the member queries for a scheme and found a pattern she hadn't noticed. I'll tell you what, the managers like it when it's their own scheme in front of them.
- Daniel Okafor NoneThat's exactly what I'd hoped for. It's much more convincing than anything we could say in the abstract. Which scheme was it, if you can say?
- Imogen Hartley NoneI'd rather not, you'll understand. But it was one of the larger ones. The point is, it saved her a morning of cross-checking.
- Daniel Okafor NoneOf course. And a morning saved is the sort of thing Douglas will want to hear when the time comes. Could you let me have that in a sentence or two, in her words, if she's happy for it to be used internally?
- Imogen Hartley NoneI'll ask her. I think she'd be fine. Remind me nearer the time.
- Daniel Okafor NoneI will. Now, on the notifications. I've been through it with our engineers. What we can do is send you a note the morning after a connector has failed to load, so you'd hear from us rather than from the managers. What we can't promise is catching it the same hour.
- Imogen Hartley NoneThat's fine. The morning after is a lot better than what we have. The managers noticing it themselves is, frankly, embarrassing for everyone.
- Daniel Okafor NoneUnderstood. Who should the note go to? You, or somebody wider?
- Imogen Hartley NoneMe, and the other admin. If it goes to a mailbox nobody reads, we're back where we started.
- Daniel Okafor NoneQuite. I'll set it up that way and let you know once it's live. Now, there was a ticket again recently, wasn't there? One that was marked high priority.
- Imogen Hartley NoneYes, it's the same one we spoke about, I think. It's resolved. I just haven't closed it on my side because I wanted to see it stay quiet for a bit.
- Daniel Okafor NoneSensible. I can see it's been quiet on ours too. I'll leave it for now and we can close it together at the next conversation, if that suits.
- Imogen Hartley NoneThat suits.
- Daniel Okafor NoneGood. I wanted to ask about something else. You mentioned last time that you'd like the brain to be part of the managers' routine. Has anything shifted there?
- Imogen Hartley NoneA little. We've started opening the weekly scheme meeting with whatever the brain shows for the week's trustee calls. It's only a few minutes, but it means everybody's looking at the same picture. I've seen this work before, and it normally takes a month or two to bed in.
- Daniel Okafor NoneThat's a real change, Imogen, and it's the kind that tends to stick. Is Douglas aware?
- Imogen Hartley NoneHe is. In fact he asked me about it. He's been quite careful about the spring, as you know. He's not going to be rushed into anything and I wouldn't try.
- Daniel Okafor NoneI wouldn't dream of it. It's still a little while off, and I'd like him to have as much evidence as possible. What I'll do is put together the questions asked month on month, and the trustee-call preparation use, ahead of our next check-in. Then you'll have it to hand if he asks.
- Imogen Hartley NonePlease. And Daniel, I'd like it to be honest. If the picture's mixed I want to see that before he does.
- Daniel Okafor NoneAlways. Nell would say the same, say what happened and say how you know. I'll come back to you by early next week with a first look.
- Imogen Hartley NoneGood. Is there anything on your list I've not covered? Because I'm slightly mindful of the time.
- Daniel Okafor NoneOnly to close the loop. One, the morning-after note on connector failures, to you and the other admin, and I'll confirm when it's live. Two, the usage and questions picture before the next check-in, with an early look next week. Three, the manager's comment, if she's happy for it to be shared. That's the lot.
- Imogen Hartley NoneThat's the lot. Thank you, Daniel. Speak soon.
- Daniel Okafor NoneThank you, Imogen. Best wishes, Daniel.
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