Agenda item

Pensions Administration

Minutes:

  1. Mrs Chambers introduced the pensions administration report

 

  1. During consideration of the item the following comments were raised:

 

 

  1. The current performance report was reviewed, and discussions were held regarding the development of a new reporting framework designed to facilitate regular and more effective performance reviews.

 

  1. The performance report was currently produced on a monthly basis and had consistently met key performance indicators (KPIs) and statutory targets for priority items. It would now be refined to better support strategic planning, with the revised format set to exclude any historical cases currently under review, where possible.

 

  1. Adjustments were made to July’s data, and a review of August’s figures highlighted a recurring issue related to new joiners, which was currently being addressed. While performance on priority items continued to meet KPIs and statutory targets, further attention was required to improve outcomes beyond these parameters.

 

  1. A significant number of vacancies remained, and discussions had highlighted a strategic intent to reduce reliance on flexible resourcing. The Admin Senior Management Team had been tasked with reviewing resource deployment and identifying more sustainable implementation strategies. An update on progress would be provided at a later stage.

 

  1. The backlog clearing progress was expected to accelerate, supported by the rollout of additional competency training aimed at enhancing staff capability and operational efficiency.

 

  1. Interviews were scheduled to take place for roles within the Engagement and Systems Team. A number of the applicants had prior experience in pensions, which may offer valuable insight and expertise. Recruitment for entry-level Pensions Assistant positions would commence in October.

 

  1. Fortnightly upgrades would be released by the system provider to enhance functionality of the member self-service platform, and existing websites remain under continuous review to ensure they would meet evolving operational needs.

 

  1. The Engagement and Systems Team has undergone a formal name change, accompanied by a review and amendment of relevant job titles to ensure alignment with their updated responsibilities. Additionally, end-of-year projects have been successfully completed ahead of schedule.

 

  1. Annual Benefit Statements would now publish on the member self-service portal with paper copies to be made available if required. The Deferred Member statements were published on the 30/31 July and the Active Member Statements were published on 19/20 August. The updated Communications Policy had been drafted and would be seeking Committee approval 23September.

 

  1. The Technical and Training lead, Mr Wookey, has moved to the LGA. The two existing Technical Consultants would be acting up into the role in a job share capacity.

 

  1. Potential regulatory changes arising from the most recent Access and Fairness consultation were discussed. As highlighted in the accompanying paper, the McCloud data submission to KPF was originally set for 22 August. However, it was marked that this date had since been amended to 15 September due to the complexity and volume of the data submitted.

 

  1. The Chair enquired whether a structure chart could be included in future reports to assist in visualising current vacancies and team configurations. Mrs Chambers acknowledged the request and expanded on the topic, noting the ongoing challenges in recruiting high-grade external candidates. She also highlighted the impact that delivering training to new staff has on existing team capacity and resources.

 

  1. RESOLVED to note the report.

 

 

 

Supporting documents: