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Why possible matches matter for dashboards readiness

Heywood’s Possible Match Resolver gives schemes a secure, digital way to resolve possible matches at speed. Members validate their identity online, provide missing information and receive a clear outcome without the need for admin involvement. It gives your team confidence that operations remain stable while dashboards activity increases.

The possible match challenge facing schemes

When members start accessing pensions dashboards, schemes will face a surge in possible matches.

These are cases where a dashboards user’s details partially align with a record in your scheme, but not enough to confirm an exact match. Every possible match needs to be resolved if the individual chooses to make contact, and the volume is unpredictable.

Dashboard users have 30 days to contact the scheme before the possible match expires and schemes are required to resolve it within a reasonable period once contact is made. 

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Case study: AJ Bell

AJ Bell made history as Heywood’s first customer to meet staging dates and connect to the Pensions Dashboards ISP. Learn how the two companies achieved this significant milestone.

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Our approach to possible matches

Heywood's Possible Match Resolver provides a secure digital route to confirm or rule out a dashboard match. It bridges the gap between a partial data match and a confident identity verification.

The solution combines:

  • electronic identity verification
  • dynamic questions based on the missing or incomplete data fields
  • a complete online journey
  • automatic updates back into the dashboards ecosystem

Built in line with PDP standards and fully integrated with Heywood’s ISP, it gives schemes a scalable process that reduces workload and improves the member experience.

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How it works

Possible Match Resolver is designed to build trust and reduce concerns about fraud by making it clear that the validation process belongs to the scheme.

For members

The member is taken smoothly from the pensions dashboard to your scheme-branded Possible Match Portal and completes an electronic identity verification check. They are then asked a small number of tailored questions that target the information required to confirm or rule out the match.

The individual receives one of two outcomes:

  • match confirmed
  • match ruled out
All outcomes are returned automatically to the dashboards ecosystem via Heywood’s ISP.

For schemes

The process for schemes is simple. There is no inbox to monitor and no administrative decisions to make. Each possible match outcome is sent directly to the ISP which communicates the result to the pensions dashboards ecosystem. 

Where a match is confirmed, the system provides a data extract containing the updated or corrected member data. Administrators can upload this information into their core system to improve long-term data quality. 

This removes the need for manual intervention, reduces operational peaks and protects service levels across all other parts of your administration operation. 

How Heywood’s Possible Match Resolver helps you

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Fully integrated with the Heywood ISP

The journey is seamless for dashboard users and ensures all possible match outcomes are fed back automatically.

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Complete online journey

Members can resolve possible matches at any time without calling the scheme. This increases completion rates and reduces queues.

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Electronic identity verification

Ensures only the correct individuals submit information and improves the accuracy of the final match decision.

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Dynamic questioning

The system only asks for the data required to reach a clear outcome which keeps the experience fast and increases resolution rates.

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Automatic PDP updates

Every match resolution is passed back to the dashboards ecosystem with no administrator involvement.

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Data extract for administrators

Schemes receive an extract of new or updated member information to improve the quality of core records.

Possible Match Resolver FAQs

What is a Possible
Match?

A possible match occurs when a dashboard user’s personal details partially match a record in your scheme but not enough to confirm an exact match. It means the scheme cannot be certain the individual is a member without collecting more information.

Why are possible matches expected to be high?

Possible match volumes are influenced by the quality and completeness of data entered by dashboard users. Some individuals will not provide key matching fields such as National Insurance Number which increases the likelihood of partial matches. Schemes may also receive possible matches from people who have no link to the scheme.

What happens if the match is confirmed?

The scheme receives an extract of new or corrected member information which can be added to the core records. This improves long term data quality and reduces future matching issues.

Can the solution be used by schemes not currently using Heywood’s administration platform?

 Yes. The solution operates through Heywood’s ISP and works independently of the core administration system. Schemes do not need to be on Altair to use it. 

Speak to our team

If you want to understand how possible matches will affect your scheme or see how our solution works in practice, our team can walk you through it. We will help you assess your dashboards readiness and show you the difference an automated resolution process can make.

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Industry knowledge. Unparalleled expertise.

Heywood’s relationship with the Pensions Dashboards Programme began in 2016, when we were part of the industry working group. 

In 2021 we were announced as an alpha programme participant and were directly involved in designing the ‘find and view’ APIs. 

In 2024 we were appointed to the Programme’s advisory group, to contribute to the success of delivering the Dashboards.

Heywood was one of the first two pensions dashboards programme pathfinders, collaborating closely with the PDP to test and refine the connection journey. We expect to connect to their live central digital architecture soon.

We don’t just understand your ISP requirements; we shape them.

Pension dashboards resources

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Who we work with

Our customer list speaks for itself. At Heywood, we believe a true partnership is a two-way street. Mutual trust and respect are at the core of every interaction. And that’s why we enjoy long-term partnerships with all of our customers.
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