Decision details

(Exempt information as defined in Paragraph 3 of Part 1 of Schedule 12A of the Local Government Act 1972. It was considered that in all the circumstances of the case the public interest in maintaining the exemption outweighed the public interest in disclosing the information).

Mr G Smith, Director of Strategic Programmes and Group Company Secretary from the Local Pensions Partnership updated the Committee on the performance of the Pension Administration Service for the period 1^st April to 30^th June 2018.

It was reported that following the introduction of a new operating model for the pension administration service on the 1^st April 2018 there had been a backlog of cases which was anticipated to be cleared by the end of October 2018. Mr Smith discussed the lessons which had been learned from the experience and outlined the actions taken to address the service level failures. Mr Smith also confirmed that during August 2018 the issue of Annual Benefit statements to Active/Deferred members and the issue of a newsletter to Active members had been completed in accordance with the Service Level Agreement.

Whilst noting the remedial action which had been taken several members of the Committee expressed their disappointment at the low level of performance of the pension administration service and the subsequent impact on individuals. It was suggested that the Committee receive regular updates outside of the meeting in order to provide reassurance of the effectiveness of the service stabilisation measures and other activity outlined in the report.  

Resolved:

1.  That the concerns of the Committee regarding the level of performance of the pension administration service, as referred to in the report presented, be noted.

2.  That members of the Committee be provided with regular updates ahead of the next scheduled meeting on 30^th November 2018 in order to provide reassurance of the effectiveness of the service stabilisation measures and other activity outlined in the report in relation to the pension administration service.