Issue - meetings

11:05

This report updates the Committee on the key administration issues including service performance measurement, the debt recovery process and any write offs agreed in the last quarter.    

The Committee is recommended to:

a)     Note the report.

Vicki Green, Pension Services Manager presented the report which updated the Committee on the key administration issues including service performance measurement, the debt recovery process and any write offs agreed in the last quarter.

The following was indicated:

·       Case volumes had increased significantly, with over 9,800 cases to process, but that overall performance had improved, with 92.9% completed within service level agreements.

·       Backlogs had been reduced through targeted overtime and use of agency staff

·       The introduction of a new member self‑service portal had resulted in increased enquiries, particularly relating to re‑registration, but that these were expected to be reduced over time.

·       It was noted that overall member engagements remained high and likely to continue due to ongoing changes in local government and pensions policy.

·       Updates were provided on McCloud remedy work, pensions dashboards, system development and staffing challenges and it was confirmed that although there were still multiple vacancies, recruitment activity was underway and workforce planning would be critical to addressing future demand.

In response to Members, the following was noted:

·       That pressures relating to sustainability of workloads and the impact of local government reorganisation were being factored into workforce planning.

·       On the continuing risks associated with staff shortages it was said that the workforce planning exercise was intended to address these longer-term capacity issues.

Action: To provide an update at the next meeting on member self-service statistics once data issues with the system provider have been resolved.

The Committee RESOLVED to:

a)       Note the report.