Decision details

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

The Deputy Director of Member Operations from the Local Pension Partnership joined the meeting to discuss current performance of the pension administration service.

It was reported that following the problems experienced in April last year call handling by the Contact Centre had improved with call waiting times reduced. A number of changes were also planned to the pension administration service as outlined in the draft Service Improvement Plan, which included improved communication with members/employers and the introduction of feedback surveys to gauge users experiences of the service.

The Board discussed a range of planned improvements which were intended to both assist with the stabilisation of the service over the coming year and develop future service provision and it was suggested that a small Advisory Group be established to act as a 'sounding board' for the Director and provide knowledge/experience of the service from a user's perspective.

The Chair thanked the Director for her attendance and contributions to the discussion. The Director then left the meeting.

Resolved:

1.  That the Board thank the Deputy Director of Member Operations from the Local Pension Partnership for her update on the pension administration service.

2.  That the Board establish an Advisory Group comprising Mr S Thompson and Ms Y Moult (accompanied by Colin Smith – Technical Adviser Pensions) to work with the Director on implementation of the Service Improvement Plan and report back to the Board on the 30^th April 2019.