Issue - meetings

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

9.2       NS asked about the helpdesk call answering time target of 20 seconds, since it was not being achieved.

9.3       PP noted that the in-house administration service was brought in-house relatively recently  with a step up in standard expectations of the helpdesk and was not yet meeting the target, which he said is very ambitious given the call answering time for many utility and telephone companies can be several minutes. Nevertheless, call answer times have seen improvement from minutes to seconds. PP agreed to share the answering times at the next meeting of the Pension Board.

9.3       TD noted that although most new pensions admin targets are more ambitious than old targets, for 6A and 6B, the new target is less ambitious and asked why this is the case.

9.4       PP advised that the targets were discussed at previous Board meetings and the new targets align better with industry averages. PP noted that it was agreed that targets would be reviewed after 6 months and will therefore bring target proposals to the next Pension Board meeting.

9.5       The Board RESOLVED to:

1)  note the report; and

2) note that call answering times and new target proposals will be included in the next Pension Administration Report.