Agenda item

11.05am

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

b)       approve the changes made to the Key Performance Indicators in the Administration Strategy.

Vicki Green, Pension Services Manager presented the report of the Deputy Chief Executive (Section 151 Officer) which updated the Committee on the key administrative issues including service performance measurement, the debt recovery process and any write offs agreed in the last quarter.

She highlighted the level of casework volume, current staff vacancies and improvements in processing.  The Committee were informed that the new member portal had been launched, and they continued to work towards completing backlogs and employer compliance issues.

In response to a query raised regarding the level of outstanding casework queries, Vicki Green informed the Committee that the administration team had processed 10,369 cases in the last quarter, which was a 5.5% increase in completion rate, and this was attributed to the use of agency staff.  Despite these improvements, backlogs remained high due to high incoming volumes, and the current level of staff vacancies which totalled nine at the time of the meeting.  The team had currently four agency staff employed to assist the team.

The Committee were provided with an update on the use of automation and has Vicki advised that she had initiated contact with West Midlands for AI solutions.  It was also noted that employer engagement was being addressed to improve data quality and compliance.

The Committee expressed concerns that the new member self-service portal that was launched in January could cause some confusion for members as users were required to re-register.  They requested that appropriate measure were taken to ensure that members were not lost during transition to the new portal.

The Committee approved the changes to key performance indicators which had been consulted on with employers and are aligned with national standards to alleviate team pressures and prioritise statutory deadlines.

The Committee RESOLVED to:

a)    Note the report;

b)    Approve the changes made to the Key Performance Indicators in the Administration Strategy.