The Interim Assistant Director – Pensions presented the report which incorporated item 14 dealing with satisfaction surveys.

The key points to note were:

·        Achieved 100% on Annual Benefit Statements issued by the statutory deadline and improvement on the number of Pension Savings Statements issued.

·        Customer service satisfaction remains high, and complaints remain low.

·        No improvement has yet been made on meeting SLA’s for retirement and death cases. However, the action plan seeks to provide solutions to these and will also help reduce backlogs.

·        The McCloud project is now past the legal implementation date. The Authority are in the process of installing the necessary software however CIVICA have reported 27 outstanding issues for testing which are complex but hope to have these fixed by the end of the month for testing. Once affected members can be identified, calculation work can commence but it is not possible to confirm timescales at this stage.

The Board queried a higher number of staff turnover this quarter. The Authority assured the Board this is due to staff retirements and is not a cause for concern.

Action – The Board would like to see more detail on the backlog issues at the next meeting to provide context and give assurance to the board.

Action – The Board requested the Authority attempts to provide a shorter, more succinct report on pensions administration for future meetings.

RESOLVED – Members noted and accepted the report.