Case study: ITV uses Epay to digitise pension communications for members

Overview

ITV Pensions partnered with Datagraphic to modernise and digitise pension communications by transforming a traditionally paper-based questionnaire process into a hybrid digital solution.

Alongside improving data accuracy and engagement, a key objective was to reduce environmental impact by minimising paper use, lowering postage volumes, and starting a long-term strategy to digital-first communications.

The challenge

As part of the ITV Pension Scheme’s triennial actuarial valuation process to calculate the Scheme’s liabilities, the ITV Pensions team needs to validate member data for completeness, accuracy, and consistency. In doing so, the process can identify changes or gaps in data, and decisions can then be made about how these affect the assumptions being used as part of the valuation process. It can also highlight any remedial action that may be required.

In addition, the ability to communicate with members digitally in a structured way over the longer-term is a key requirement.

Data collection exercises have previously been carried out using paper-based questionnaires to collect and update member information, which creates several operational and environmental challenges:

  • Manual processing and high administrative burden
  • Limited digital engagement due to missing email contact details
  • High printing and postage volumes contribute to carbon emissions
  • Risk of personal data loss and fraud due to the postal service’s reliability
  • Inefficient data capture and validation

As part of a wider digital strategy, ITV Pensions needed a solution to digitise pension communications that would reduce reliance on paper while remaining inclusive for members who preferred or required printed communications.

The solution

Datagraphic redeployed the functionality of its existing Epay payroll communications software to deliver an automated, hybrid workflow designed with sustainability at its core.

Key elements included:

  • Digital-first, hybrid response model. Members could respond online via a digital interface or return paper forms using a Freepost BRE (only paid for when used). 47% of respondents opted to do so online.
  • Smarter data capture via Epay. Using a customised form within Epay, members could validate and amend personal details, including adding missing email addresses to support future digital communication.
  • Carbon-neutral print and automated distribution. Datagraphic produced paper questionnaires at its carbon-neutral production centre, with automated workflows reducing manual handling, waste, and energy use. Costs were further reduced by optimising postage and minimising the environmental impact of printed documents.
  • Digitised paper responses.  Paper forms were returned to Datagraphic’s inbound facility, scanned and converted into digital files to reduce workload and long-term paper storage.
  • Segmentation for sustainable communications. Members were flagged based on their communication preference for digital delivery or print only, where selected.

This created a progressive pathway toward reduced paper usage over time.

Results

  • The campaign achieved a 58% completion rate (8% higher than the target). ITV gained more reliable data for use in the actuarial valuation process.
  • 19% increase in captured email addresses means more members can be communicated with through digital channels.  Longer-term, ITV can achieve its transformation and sustainability goals.
  • Datagraphic’s carbon-neutral processes minimise environmental impact by reducing outbound print volumes. The shift to digital reduces waste through targeted, preference-based communications.
  • The ITV pensions team saved costs by reducing print, postage and manual input.
  • The Datagraphic team was able to deliver the solution quickly by leveraging existing technology. Using existing Epay technology avoided the time and costs of building new systems.

Strategic impact

This initiative became a key part of ITV Pensions’ broader digital transformation strategy, delivering:

  • A more sustainable data collection model with reduced environmental impact.
  • A scalable hybrid approach balancing inclusivity with digital efficiency.
  • Improved operational performance and reduced resource consumption.
  • A strong foundation for ongoing digital engagement.

Conclusion

By redeveloping Epay for this purpose and embedding sustainability into the design, ITV Pensions successfully transformed a paper-heavy process into a more efficient, lower-impact hybrid model.

By offering a hybrid approach, the initiative ensured the maximum level of engagement, data quality, and cost efficiency, while significantly driving the organisation’s environmental and digital transformation goals.

data pensions cleansing
Datagraphic