Issue - meetings

62.1     The Committee considered report by the Chief Finance Officer introduced by Paul Punter, Head of Pensions Administration.

62.2     The following points were highlighted to the Committee:

1)    The administration team performance in terms of Service Level Agreements (SLAs) has increased from 89.4% in quarter 1 to 94.2% in quarter 2 and is rated green each month within quarter 2 and will remain green for October within quarter 3.

2)    There are currently 2 vacancies in the Pension Administration team and a temporary vacancy due to maternity leave and vacancies are being managed through current staff resource.

3)    The Pensions Dashboards project work is complete, and the digital assistant project is progressing following completion of the first 2 phases of testing and it is anticipated that the digital assistant goes live in early 2026.

62.3     The Committee discussed the progress in utilising call centre software for the Pension Helpdesk noting that work is ongoing to assess the needs of the service, and it is anticipated that call centre technology will be used by the Helpdesk in early 2026 which will provide more detailed Helpdesk data and information for future analysis.

62.4     The Committee RESOLVED to note the update.