Andrew Phillips
Stepping into the grand lobby of Memphis' Peabody Hotel, where history meets hospitality and ducks parade through the marble halls each day, felt symbolic of the journey many public pension organizations are on today. These organizations are grounded in tradition but moving purposefully toward transformation.
Attending the PRISM Conference 2025 gave Heywood the opportunity to connect with more than 240 public retirement professionals and the space to reflect on where the North American public sector stands today regarding pension administration modernization and where it urgently needs to go.
From breakfast meetings with CTOs to late-night conversations over blues music on Beale Street, one consistent theme emerged. Public retirement systems understand that they need to modernize their technology. However, in the public sector, change is rarely just about systems. It involves people, policies and a high degree of institutional trust. This reality often creates hesitation. For some, sticking with the status quo feels safer than confronting the perceived risks of transformation. Even when existing platforms are no longer fit for purpose, the idea of switching pension administration suppliers can trigger concerns about disruption, transition costs and operational risk. These concerns are valid but they should not prevent progress. At PRISM, it was encouraging to see more leaders actively addressing these challenges and asking how to manage change rather than avoiding it altogether.
A system under pressure and ready for innovation
Public pension plans across the United States and Canada represent some of the most complex operational environments in the public service. Their mission is clear: deliver accurate, timely and sustainable benefits to millions of workers and retirees. Many of these plans, however, are constrained by legacy systems that were never designed to handle today’s expectations around self-service, data integration or compliance.
At PRISM, we heard firsthand from executives, benefits administrators and IT leaders who are navigating the challenges of outdated platforms. Aging systems are falling short when it comes to providing secure, intuitive and efficient services. Meanwhile, member expectations continue to rise, shaped by the digital experiences they receive elsewhere.
The good news is that most public sector leaders no longer question the need for modernization. The conversation has shifted to how to modernize effectively, affordably and with minimal disruption.
Shared challenges, local realities
Whether supporting educators in New York, statewide pension plans in the Midwest, county-level retirement systems in California or fire and police pension plans across North America, public sector organizations face many of the same challenges.
Data remains fragmented across systems. Manual workflows slow down operations and increase risk. Outdated user interfaces lead to poor member engagement and higher call center volume. Cybersecurity vulnerabilities grow in tandem with legacy infrastructure.
Still, local context matters. A county plan in the Southwest may have different operational needs than a public safety pension system in the Northeast. For example, higher education plans support member mobility and portability as staff may move between institutions. In contrast, plans serving first responders such as firefighters and police officers tend to have more complex benefit structures and retirement rules, which require careful tracking and administration.
This is why the one-size-fits-all approach falls short. Modernization must be driven by a deep understanding of both the shared mission and the specific operational realities of each plan.
The real value of PRISM: Conversations that matter
PRISM was not just a chance to showcase Heywood’s capabilities, although we were proud to share how our leadership in the United Kingdom is now being applied to the North American market. More importantly, it was a forum for meaningful conversations and honest reflection.
What stood out most was the diversity of roles and perspectives represented. From executive directors and developers to benefits managers and strategic consultants, every conversation helped us understand how different teams approach transformation and what success looks like in their context.
We spoke with systems already deep into platform replacements, others preparing RFPs and many that are just beginning their journeys. Despite being at different stages, they shared a common goal: to improve service delivery, increase transparency and operate more efficiently.
Modernization with purpose, not just technology
Technology alone does not solve problems. At PRISM, we heard repeatedly that modernization must be practical, transparent and centered on the long-term mission of public service.
The best transformations begin with a clear set of values, not a product demo. They are built around inclusive planning, realistic timelines and measurable outcomes. Successful projects are supported by partners who understand the stakes, constraints and accountability that come with administering public pensions.
This is what sets Heywood apart. With decades of experience supporting large public plans in the United Kingdom, we offer pension administration platforms that are secure, configurable and built for complex governance environments.
Looking ahead: From Memphis to momentum
Memphis left a strong impression. The hospitality, the blues, the history and the unique setting at the Peabody all contributed to a memorable experience. Yet the most lasting impact came from the sense of desire, collaboration and shared ambition among attendees.
As visitors from the United Kingdom, we were genuinely impressed by the warmth and hospitality shown throughout Memphis. From Graceland to Beale Street, and over plates of classic Southern food, the city offered a memorable backdrop for meaningful connection. We met delegates from across the continent, from Alabama to Alberta, and were struck by how open, friendly and generous everyone was with their time and insights. That openness shaped many of our conversations and deepened our understanding of the challenges public pension plans face. It also strengthened our desire to support the sector with solutions that are thoughtful, practical and rooted in real-world needs.
Feedback from the event highlighted strong interest in modern systems, data security and improved member communication. There is a growing recognition that staying on outdated platforms is no longer sustainable. Leadership across the sector is ready to move forward.
We believe the public pension sector in North America is at a meaningful stage in its modernization journey. The tools are available, the risks of inaction are increasingly clear and the appetite for change continues to grow. At Heywood, we are proud to support that progress and we are ready to work alongside public plans with proven technology, deep expertise and a strong commitment to public service values.
If you are exploring your next steps, whether in procurement, discovery or initial planning, we would welcome the opportunity to talk.
Thank you to everyone who made PRISM 2025 such a success. Special thanks to Leah Oliver for leading an outstanding event - your organization, energy and attention to detail were evident throughout. And to Darius Nagal, your musical cue to rally the room was both effective and unforgettable and it added a unique touch to the experience.
We were honored to be part of this year’s conference and we are already looking forward to continuing the conversation in San Diego in 2026.
