Issue - meetings

47.1     The Board considered a report by the Chief Finance Officer introduced by Paul Punter, Head of Pensions Administration.

47.2        The following points were highlighted to the Board:

1)    The performance of Pension Administration Team in this quarter is rated green across all areas and in terms of overall target which first time this has been achieved since the performance measures were introduced.

2)    The Helpdesk has lost a member of staff however it is not intended to replace them since the number of calls has decreased as self-service is improving.

3)    The Helpdesk is still awaiting updated call-centre technology.

4)    There are currently 3 vacancies (including one temporary vacancy due to maternity leave) within the Pension Administration Team. While it is planned to recruit for an i-Connect administrator, the other vacancies will be covered by the existing team.

5)    Project work in relation to the Pension Dashboards and Annual Allowance is complete and the digital assistant project is progressing in terms of assessing the findings of work around questions ahead of the next phase of development.

47.3     The Board acknowledged the progress with the digital assistant noting that the results of testing will be submitted to the provider ahead of launching phase 3 of the project.

47.4     The Board acknowledged the increasing performance of the administration team since administration was brought in-house and highlighted the importance of succession planning for the in-house team.

47.5     The Board RESOLVED to note the Administration Update Report.