Well that took longer than it should have

Process development, process refinement or just plain old process have been significant elements for most of my working life.

As I enter retirement I am less than delighted to find that there are still some absolutely horrendous processes out there, lurking like some malevolent, disfigured homunculi. Let me explain ...

In a recent chat with our financial advisor, it was agreed that there was little point transferring the small amount of pension funds that were accrued in the nine months of employment. The best thing to do was to simply withdraw the funds and use them for living expenses.  This morning I wandered over to the computer and applied myself to this task.  

At this point I will mention that my former employe had complicated matters by switching pension providers mid way through my employment, so it was necessary to send out two virtually identical requests to Scottish Widows and Standard Life. 

The Scottish Widows request seemed relatively straightforward.* I accessed my on-line account, found the service I needed and followed their instructions to send an email to the address provided ...simple, a little basic perhaps, but job done!

Then on to Standard Life. Again I accessed my on-line account, found the service I needed and clicked on a "button" to initiate the process to withdraw my funds. I then exited my account, stupidly thinking that was nice and simple too.

Twenty minutes later I received an email from Standard Life advising that a reply to my request had been posted against my account. I logged on again and opened up their message. It acknowledged my request to cash in my funds and informed me that I needed to call a telephone number to progress my request. At this point I swore under my breath and asked the rhetorical question "why the fuck didn't they just provide the 'phone number when I clicked on the cash in your funds button?"

I called the number, waited in a queue for 10 minutes before a member of their staff went through various identify checks and then asked what I needed. I advised her that I wanted to cash in my small fund and she advised that I had come through to the wrong number and needed to be transferred elsewhere.

She kindly transferred me and another 10 minute wait ensued, followed by further identity checks and a reiteration of my requirement. I was then advised that I had come through to the wrong number and needed to call the number that I had dialled in the first instance. In my mind I was saying "For fucks sake!" but I maintained an aura of restrained frustration and advised that the number given was my starting point to this charade.

A further transfer and 10 minute wait ensued, during which I was given the  option to have a call back in the next 48 hours. I pointed out that a further ten minute wait was better than 2 days and hung on in the queue. Eventually my call was answered, identify checks were completed and my reason for calling was ascertained.

After a couple of basic questions about why I wanted to withdraw the cash, I was advised about financial fraud and asked whether an annuity might be an option.  I pointed out that the matter had been discussed with my IFA and withdrawing the funds was my best option.

At this point I was advised that a set of forms would be put in the post. I would need to complete and return these to move my request forward.

At this point I realised that the forms, accompanied by warnings of financial fraud and alternative options could have been posted across to me following the first fucking click of the "cash in my fund" button on the bloody web site! Instead I endured thirty plus minutes on the 'phone, involving three different Customer Service Representatives to achieve the same goal.

There is still work out there for a good Operational Architect.

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* so far!