The Pensions Administration Standards Association (PASA) has published follow-up guidance for administrators as they navigate their way out of the Covid-19 lockdown.
The organisation said it was no longer possible to talk about "returning to normal" and focus should instead be on adapting and evolving the delivery of administration.
The latest guidance looks at items including: visibility and accessibility; digital workflow; face-to-face meetings; identity verification; homeworking; and offshoring.
The document is based on learnings from the last four months of remote working during the lockdown and follows guidance released in March that said administrators should focus on paying benefits, ensuring there were sufficient funds, and keeping accurate records.
PASA chairwoman Kim Gubler said: "When we issued the PASA guidance to administrators as we entered lockdown on 23 March, little did we know the total impact it would have on all our lives. Fast forward four months and, although lockdown has eased, for administrators some of the changes made through the period could become permanent.
"We're realising we can no longer talk about ‘returning to normal' but rather how we can adapt and evolve the way high-quality administration is delivered in future.
"All administrators should have learned something new during the last few months, whether about their people, their technology, or their members. PASA has pulled together these learnings to shape our guidance [and] we hope organisations can use this to learn from each other's experience as they look to implement their plans for the future."
The guidance also covers key performance indicators and projects; investment managers and additional voluntary contributions; wellbeing and productivity; and recruitment.
Gubler added: "Overall, the pension administration sector has coped admirably with the challenges created by Covid-19. Many administrators had already anticipated the need for some form of remote working and had triggered their Covid specific business continuity plans.
"In our initial guidance, we stated administrators needed to be resilient in the face of the lockdown challenges. As we move forward this is even more critical. Lockdown was a onetime measure imposed on us all, at the same time.
"However, the rate and way administrators react and respond to the easing of lockdown will be very different, driven by how their own organisations implement their office return plans. Each will have to map their own path according to a huge number of factors. As administrators move forward, they need both flexibility to accommodate different ways of working, and the differing needs of members."
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