Issue - meetings

42.1.     The Board considered a report providing an update to the Pension Board on matters relating to Pensions Administration activities.

Key Performance Indicators (KPIs)

42.2.     PP outlined how the PAT performance had improved over Q2, 2021 to 95.4% of key tasks being completed within target date, compared to 92% in the previous quarter. He added that the Board should note that for Q3, 2021 service levels are expected to fall due to resources being diverted to the ABS project and high holidays levels and  high volumes of post/enquiries being received, both as a result of the pandemic.

42.3.     The Chair asked why there had been a higher than average number of leave days taken by staff from the PAT during August.

42.4.     Paul Punter (PP) explained that staff had been encouraged to take this leave during August and September in part because they had TUPED over from Orbis with a lot of carried forward leave plus the leave accrued through their position on the new in-house team; and also because many had wanted a holiday to improve their wellbeing after the COVID-19 lockdown.

42.5.     The Chair asked whether the PAT will be able to provide a report to the Board, as previously requested for the November meeting, on service level targets for the Fund compared to other administering authorities of the LGPS.

42.6.     PP confirmed that the PAT will be rolling out new fund specific Key Performance Indicators (KPIs) from 1^st October, along with comparisons with statutory disclosure deadlines and those recommended by the Chartered Institute of Public Finance and Accountancy (CIPFA). This will be as in addition to making comparisons with other administering authorities through various Groups.

42.7.     The Chair asked whether the higher percentage of abandoned calls by the helpdesk, resulting in the team missing the gold standard, is a result of lockdown.

42.8.     PP said that abandonment rates relate to the call answer time. Whilst a lot of calls are answered in the target of 20 seconds, some people are left on the call for a number of minutes and some of them will abandon the call as a result. PP clarified this waiting time was significantly lower than many utility firms where people may wait hours. The PAT is monitoring this performance and working towards the target of 75% of calls answered within 20 seconds.

Internal Audit

42.9.     The Chair asked whether there was anything the PAT wished to highlight about its response to last year’s Internal Audit review in light of the PAT now receiving reasonable assurance from Internal Audit following its latest review.

42.10.   PP said the PAT is in a better place than last year in relation to the number and severity of issues, with all major issues resolved and the only outstanding being minor and largely in the process of being achieved. He said there will be other audits later in the year on other aspects of the PAT that should also be positive.

Annual Benefit Statement for 2020/21

42.11.   PP  ...  view the full minutes text for item 42