A Holistic View of the Challenges and Social Implications of Online Distribution: the Case of Pensions
The market for individual and company pensions has been identified as uncompetitive and inefficient resulting in consumer confusion and apathy (Sandler, 2002; Pickering, 2002). Recommended solutions are large-scale product rationalisation and process simplification. Sandler (2002) suggests end-to-end electronic processing as a key means to achieving improvement whilst noting that “success will necessitate very broad take-up” (p. 217) requiring collective action and co-ordination. In response pension providers are seeking to develop the Internet as a low cost distribution and communication channel. ABSTRACT