Appendix
2
Helpdesk performance for last 12 months
Quarterly performance assessed against the scoring mechanism with rectification plan for underperformance including penalty clauses for sustained underperformance.
|
Period |
First time fix |
Call answer time |
Abandoned call rate |
Email response time |
|
GOLD TARGETS |
85% |
75% |
5% |
100% |
|
85% |
47% |
8% |
68% |
|
|
November 22 |
82% |
73% |
1% |
60% |
|
December 22 |
85% |
92% |
0% |
66% |
|
87% |
86% |
1% |
97% |
|
|
February 23 |
84% |
88% |
1% |
96% |
|
March 23 |
86% |
86% |
1% |
100% |
|
April 23 |
87% |
82% |
1% |
100% |
|
May 23 |
87% |
88% |
1% |
100% |
|
June 23 |
85% |
92% |
0% |
100% |
|
July 23 |
87% |
93% |
0% |
100% |
|
August 23 |
89% |
92% |
0% |
100% |
|
September 23 |
85% |
93% |
1% |
100% |
Website Helpline
|
Period |
First time fix |
Call answer time |
Abandoned call rate |
Email response time |
|
85% |
75% |
5% |
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% |
|
April 23 |
100% |
66% |
2% |
100% |
|
May 23 |
100% |
60% |
3% |
100% |
|
June 23 |
100% |
82% |
2% |
100% |
|
July 23 |
100% |
72% |
2% |
100% |
|
August 23 |
100% |
79% |
3% |
100% |
|
September 23 |
100% |
78% |
2% |
100% |
|
Month |
Telephone Calls |
Email’s Processed |
Call Back’s |
Total |
|
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 |
|
April 23 |
1,024 |
1,114 |
6 |
2,114 |
|
May 23 |
1,157 |
1,561 |
10 |
2,728 |
|
June 23 |
934 |
1,441 |
15 |
2,390 |
|
July 23 |
969 |
1,352 |
9 |
2,330 |
|
August 23 |
1,027 |
2,005 |
15 |
3,047 |
|
September 23 |
819 |
1,486 |
17 |
2,322 |
Top five reasons for calls
|
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 |
|
|
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 |
|
Apr 23 |
5th |
2nd |
1st |
|
3rd |
|
|
|
4th |
|
|
May 23 |
1st |
2nd |
3rd |
|
4th |
|
|
|
|
|
|
Jun 23 |
5th |
2nd |
1st |
|
3rd |
|
|
|
|
4th |
|
Jul 23 |
|
|
|
|
|
|
|
|
|
|
|
Aug 23 |
|
|
|
|
|
|
|
|
|
|
|
Sep 23 |
|
|
|
|
|
|
|
|
|
|
We are initiating a possibility of using a Chatbot (robot) as an online support tool to help with FAQs.
Telephone survey
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?
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 |
|
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 |
|
April 23 |
1 3 5 13 76 |
10 1 11 13 64 |
3 3 9 14 69 |
5 3 10 13 67 |
|
May 23 |
0 17 18 136 |
8 5 8 31 110 |
3 4 7 19 127 |
3 7 8 18 125 |
|
June 23 |
2 1 2 11 85 |
7 2 6 16 70 |
6 2 1 13 78 |
7 1 4 13 75 |
|
July 23 |
1 0 2 9 101 |
5 5 4 14 85 |
5 2 3 12 91 |
5 4 3 11 88 |
|
August 23 |
0 1 8 18 126 |
3 2 15 15 118 |
2 3 8 20 120 |
2 5 7 17 120 |
|
September 23 |
0 1 3 14 94 |
5 4 5 17 81 |
2 4 4 18 84 |
2 7 3 17 83 |
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 |
|
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 |
|
April 23 |
82 |
14 |
1 |
2 |
|
May 23 |
131 |
18 |
10 |
3 |
|
June 23 |
79 |
9 |
5 |
8 |
|
July 23 |
84 |
17 |
5 |
6 |
|
August 23 |
113 |
29 |
5 |
6 |
|
September 23 |
82 |
20 |
6 |
4 |
The Surrey
Pensions Helpdesk was taken in-house from 25 November 2022.
ESPF have agreed to bring the Pensions Helpdesk in-house on 1 April
2024.