The "shiny new online pension system" . .
. . that was either not (sufficiently) tested, or not specced properly, or badly configured, or all of the above, but one thing is for sure : somebody did not do their job correctly.
I have the feeling that that botched job may have been right from the beginning, in not telling Aviva that what they thought they wanted would not work and needed beefing up.
In any case, this appears to be yet another project that was handled by high-level marketing people (ie shysters) who sold a dream to a bunch of clueless suits who were obviously eager to drink the kool-aid, before foisting the baby and the bathwater onto the techs and hightailing out of there with their bonuses.
And now everybody suffers except the marketing yoiks.
Here's an idea : marketing gets its bonuses when the customer is happy with the product. That might focus a few minds.