A holistic view of the challenges and social implications of online distribution: The case of pensions

Recent policies, aimed at reducing pension costs and improving consumer awareness, have contributed to the development of the Internet as a distribution channel within the pensions sector. This article critically evaluates the extent to which use of the Internet has facilitated and promoted pension distribution in the UK, as well as identifying the forces that are constraining or facilitating further change. Drawing on data gathered from pension providers, intermediaries and consumers the paper discusses the threat and implication of disintermediation, the capability of the Internet to empower those who use it, the resource implications of channel conflicts and the outcomes of shifts in responsibility for process enactment. The article reveals that the Internet has had some impact on the structure, geography and processes of pension distribution within the UK.