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News Pensions software provider Mantle has reported strong member engagement with its award-winning My Pocket Pension app, following a recent phase-one pilot rollout by one of its clients.
The results arrive at a time when the pensions industry continues to grapple with one of its most persistent challenges: getting members to engage with their pension in the first place. For Defined Benefit (DB) scheme administrators, low engagement has long translated into higher volumes of routine queries, inaccurate member data, and increased pressure on already stretched teams.
My Pocket Pension was designed to address this directly, and the pilot results suggest it is doing exactly that. The rollout, completed with around 300 members (full rollout will be to circa 28,000 members) found that 92% chose to use the mobile app over the web app, highlighting growing demand for simple, accessible digital pension tools. The finding is significant in itself: in an industry where even well-designed web portals struggle to attract regular member visits, the overwhelming preference for the mobile app points to something more fundamental than interface design. When members are genuinely inclined to engage, they will seek out the experience that works best for them, and, increasingly, that means mobile and apps.
Members have also responded positively to the app’s usability. 93% rated its overall usability as 4 or 5 out of 5, while 90% rated the registration process 4 or 5. A further 87% gave the same score for ease of checking benefits, with 75% rating ease of understanding benefits as 4 or 5. These figures are particularly notable given the accessibility and financial literacy barriers that have historically made pension communications and digital tools difficult for many members to navigate.
The findings point to the potential of digital self-service to improve pension engagement while reducing pressure on administration teams. When asked how they planned to contact administrators in future, 53% of members said they would use the app, compared with 41% who said they would email. For administrators, this shift is meaningful; routine queries that would previously have required manual handling can instead be resolved independently by members through the app, freeing up time for more complex, value-added work.
Mantle has also seen operational benefits where My Pocket Pension has been adopted more widely. In deployments where the app has achieved at least 30% member uptake, administration teams have seen a 30% reduction in workload – a significant efficiency gain for in-house schemes managing stretched capacity.
The results come as Mantle prepares to roll out a major upgrade to My Pocket Pension, designed to make managing and understanding pensions simpler for both members and administrators.
The upgraded version, due to go live between May and early June, introduces a cleaner, more modern design, improved navigation, biometric login and enhanced mobile accessibility. The mobile app will meet AA accessibility standards, aligning it with the existing web app.
The platform has also been rebuilt behind the scenes to support future enhancements, creating a foundation for further improvements to the member and administrator experience.
Graeme Riddoch, Chief Revenue Officer at Mantle said: “We built My Pocket Pension with one goal in mind, to make pensions feel less complicated for the people who matter most: the members. Seeing those satisfaction scores come back, and knowing that administrators are genuinely feeling the benefit too, is incredibly rewarding. The upgrade we’re rolling out moves us on again, and reflects everything we’ve learned from working closely with our clients and their members. This is just the beginning of what we have planned.”
Graeme Riddoch
Chief Revenue Officer
The transition to the upgraded app will be seamless for existing users. Members will continue to access My Pocket Pension in the same way, with no disruption and no need to re-register. Mobile app users will receive the update automatically where automatic updates are enabled, while web users can continue using their usual link.
Mantle’s My Pocket Pension app is designed to help pension scheme members access key information, check benefits, update personal details, and engage with their pension more easily through mobile and web applications.
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Media Enquiries: For media enquiries and further information, please contact Susan O’Neill at Susan_Oneill@mantleservices.com or on 02895 210 225
About Mantle Services
Mantle is a cloud-hosted pensions platform that unifies administration, payroll, treasury, accounts, and actuarial services in one system. Mantle licences its software to in-house pension schemes, third party administrators, actuarial firms and buy-out providers. Used by thousands of schemes and administrators, it automates 100% of benefit calculations, improving accuracy and efficiency. With over 1.7 million member records hosted and £1 billion in payments processed annually, Mantle delivers real-time insight, secure digital access for members, and a streamlined experience for pension providers.
