Appendix 2
Helpdesk performance



 

Quarterly performance assessed against the scoring mechanism with rectification plan for underperformance including penalty clauses for sustained underperformance.

 

Main Helpline for ESPF

Period

First time fix

Call answer time

Abandoned call rate

Email response time

GOLD TARGETS

85%

75%

5%

100%

April 21

96%

53%

5%

100%

May 21

95%

44%

7%

100%

June 21

95%

56%

5%

100%

July 21

91%

43%

9%

100%

August 21

88%

31%

9%

100%

September 21

86%

23%

6%

100%

October 21

80%

37%

2%

100%

November 21

87%

36%

1%

100%

December 21

81%

36%

0%

100%

January 22

83%

39%

0%

100%

February 22

80%

39%

0%

100%

March 22

86%

37%

1%

100%

April 22

84%

28%

2%

100%

May 22

84%

21%

4%

100%

June 22

86%

19%

2%

100%

July 22

87%

74%

3%

100%

August 22

91%

61%

4%

100%

September 22

92%

67%

4%

100%

October 22

85%

47%

8%

68%

November 22

82%

73%

1%

60%

December 22

85%

92%

0%

66%

January 23

87%

86%

1%

97%

February 23

84%

88%

1%

96%

March 23

86%

86%

1%

100%

The “call answer time" SLA on the mainline was investigated with BT and results between Sept 21 & June 22 were not reported correctly. The SLA% could not be recreated for that period.  

Website Helpline (all six Pension Funds until October 21 then ESPF only)                                               

Period

First time fix

Call answer time

Abandoned call rate

Email response time

GOLD TARGETS

85%

75%

5%

100%

April 21

N/A

30%

18%

N/A

May 21

N/A

31%

15%

N/A

June 21

N/A

48%

10%

N/A

July 21

100%

39%

10%

100%

August 21

100%

49%

21%

100%

September 21

100%

67%

6%

100%

October 21

91%

64%

9%

100%

November 21

100%

63%

6%

100%

December 21

100%

76%

2%

100%

January 22

100%

84%

2%

100%

February 22

100%

78%

1%

100%

March 22

100%

76%

6%

100%

April 22

100%

74%

2%

100%

May 22

100%

68%

2%

100%

June 22

100%

47%

10%

100%

July 22

100%

76%

3%

100%

August 22

100%

61%

10%

100%

September 22

100%

63%

14%

100%

October 22

100%

51%

15%

70%

November 22

95%

51%

5%

100%

December 22

100%

69%

0%

100%

January 23

100%

80%

2%

100%

February 23

100%

77%

2%

100%

March 23

100%

76%

1%

100%

 

Monthly transaction volumes

Month

Telephone Calls

Email’s Processed

Call Back’s

Total

April 21

1,080

287

13

1,380

May 21

855

475

11

1,341

June 21

807

944

15

1,766

July 21

929

1,795

13

2,737

August 21

936

1,329

5

2,270

September 21

858

1,470

8

2,336

October 21

767

1,241

16

2,024

November 21

815

1,206

0

2,021

December 21

513

968

4

1,485

January 22

777

1,175

19

1,971

February 22

797

1,377

17

2,191

March 22

819

1,293

17

2,129

April 22

898

1,114

24

2,036

May 22

911

1,335

25

2,271

June 22

801

1,017

21

1,839

July 22

722

988

16

1,726

August 22

1,154

1,813

28

2,995

September 22

817

1,166

18

2,001

October 22

736

1,050

17

1,803

November 22

513

1,660

25

2,148

December 22

518

875

6

1,399

January 23

1,064

1,302

15

2,381

February 23

923

1,308

10

2,241

March 23

1,077

1,439

13

2,529

 

 

 

Top five reasons for calls

Month

Self Service Activation

Login issues

Claim form guidance

Option guidance – member

Update Address

Leaver form received

Progress check - Actual

Progress check - Quote

Document  or Form enquiry

Other

Jul 21

1st

2nd

3rd

4th

5th

 

 

 

 

 

Aug 21

1st

2nd

4th

5th

 

3rd

 

 

 

 

Sep 21

1st

2nd

5th

 

4th

3rd

 

 

 

 

Oct 21

3rd

 

2nd

 

4th

1st

5th

 

 

 

Nov 21

 

1st

4th

 

3rd

2nd

5th

 

 

 

Dec 21

 

4th

2nd

 

3rd

1st

5th

 

 

 

Jan 22

3rd

4th

1st

 

 

2nd

 

5th

 

 

Feb 22

 

2nd

3rd

5th

4th

1st

 

 

 

 

Mar 22

4th

2nd

1st

 

 

 

 

5th

3rd

 

Apr 22

 

1st

2nd

3rd

4th

5th

 

 

 

 

May 22

 

3rd

1st

 

2nd

4th

 

 

 

5th

Jun 22

1st

3rd

4th

5th

2nd

 

 

 

 

 

Jul 22

 

3rd

1st

 

5th

2nd

 

 

4th

 

Aug 22

 

1st

3rd

4th

 

 

5th

 

2nd

 

Sep 22

3rd

1st

2nd

5th

 

 

 

 

4th

 

Oct 22

 

3rd

2nd

4th

 

1st

 

 

5th

 

Nov 22

4th

3rd

2nd

 

5th

 

 

 

1st

 

Dec 22

4th

5th

2nd

 

 

3rd

 

 

1st

 

Jan 23

1st

2nd

4th

 

3rd

 

 

 

5th

 

Feb 23

4th

2nd

1st

 

 

3rd

 

 

5th

 

Mar 23

2nd

3rd

1st

 

 

4th

 

 

 

5th

We are initiating a possibility of using a Chatbot (robot) as an online support tool to help with FAQs.

 

Telephone survey

 

This is a new service starting in December 21.

Questions raised by email within 24hrs of call where a caller says they are willing to complete a short survey:

1.    How easy was it for you to contact the Pensions Helpdesk today?

2.    How confident are you that your question was resolved or will be resolved in the relevant timelines?

3.    Based on your recent experience how strongly would you recommend using the Helpdesk to a colleague?

4.    How satisfied were you with your overall experience today?

 

Question No.

1

2

3

4

Star Rating

1  2  3  4  5

1  2  3  4  5

1  2  3  4  5

1  2  3  4  5

December 21

0  0  0  4  23

1  1  0  5  20

1  0  1  4  21

0  2  1  2  21

January 22

0  0  0 10 49

4  0  0  7  48

0  1  2  5  51

2  1  1  4  51

February 22

0  0  1  1  25

0  0  0  2  25

0  0  0  2  25

0  0  0  2  25

March 22

0  0  2  8  29

1  1  3  8  26

0  2  1  3  33

1  1  1  6  30

April 22

0  0  0  6  39

0  0  1  6  38

0  0  2  6  37

0  0  0  6  39

May 22

0  0  0  7  44

0  1  1  5  44

0  0  1  6  44

0  1  2  2  46

June 22

1  1  5  8  39

0  2  6  11  35

0  2  5  5  42

0  2  5  7  40

July 22

0  0  1  3  16

0  0  1  4  15

0  0  1  2  17

?

August 22

0  1  1  5  20

0  1  0  6  20

0  1  0  4  22

0  1  0  5  21

September 22

?

?

?

?

October 22

N/A

N/A

N/A

N/A

November 22

0  0  0  2  6

0  0  0  2  6

0  0  0  1  7

0  0  1  1  6

December 22

0  0  0  3  54

0  1  3  9  44

1  0  2  5  49

1  1  1  8  46

January 23

1  1  7  10  98

3  4  6  21  83

0  5  2  16  91

1  6  1 19  92

February 23

0  0  6  25  96

7  3  12  18  87

2  5  11  12  97

2  4  15  13  93

March 23

1  0  6  18  112

7  3  10  22  95

1  5  8  18  104

1  5  8  18  105

 

Note: 5 Star is the highest and therefore best rating

 

 

An additional question was asked about how many times have your called in connection with your enquiry?

 

Month

First Call

Second Call

Third Call

Fourth or more

December 21

17

4

2

4

January 22

44

9

3

3

February 22

21

4

2

0

March 22

25

12

0

2

April 22

35

8

0

2

May 22

37

9

3

2

June 22

42

7

3

2

July 22

13

6

1

0

August 22

21

2

3

1

September 22

?

?

?

?

October 22

N/A

N/A

N/A

N/A

November 22

?

?

?

?

December 22

40

12

2

3

January 23

99

11

7

1

February 23

91

26

6

4

March 23

100

29

3

6

 

The Surrey Pensions Helpdesk was taken in-house from 25 November 2022.

ESPF have been ask to bring the Pensions Helpdesk in-house by April 2024.