How are we doing?

Our standards

Type of case Our standard
Retirement 15 working days
Estimate 15 working days
Divorce 15 working days
Transfers and interfunds 15 working days
Death 20 working days
Refund 20 working days
Rejoiners 20 working days
Deferred 40 working days

From April 2018 we've reduced our standard turn around time for the following processes from 20 to 15 working days:

  • retirement
  • estimate
  • divorce
  • transfers and interfunds

Our current performance - 2017 to 2018

Quarter 4

  Time to complete    
Type of case 0 to 5 days 6 to 10 days 11 to 15 days 16 to 20 days 20 to 40 days 40 days plus Total On target?
Retirement 136 18  13  167  100
Deferred retirement 157 47 3 0 0 0 207 100
Estimate 272 193 76 0 0 0 541 100
Deferred 268 399 754 128 82 0 1,631 100
Transfer out 12 34 112 0 0 0 158 100
Transfer in 64 32 15 0 0 0 111 100
Divorce 7 25 37 0 0 0 69 100
Refund 678 423 201 23 0 0 1,325 100
Rejoiners 78 54 27 60 1 0 220 99.54
Interfunds 26 21 58 0 0 0 105 100
Death 174 34 29 1 2 0 240 98.75
Grand total   4,777  

20 day standard for all processes apart from deferred benefits which have a 40 day standard.

Unfortunately three tasks failed our published SLAs this quarter - two Death case processes and a Rejoiner.

The Rejoiner should have been picked up by a daily report showing what we need to complete each day, and as a result we are now looking at how to amend this report so that this doesn’t happen again.

The Death case processes were the result of an internal pending error. We will be giving staff additional training to address this issue.

We always strive to achieve 100% success against our service standards. Therefore we will be addressing these dips in performance with an aim to further improve our customer service moving forward.

Quarter 1

  Time to complete    
Type of case 0 to 5 days 6 to 10 days 11 to 15 days 16 to 20 days 20 to 40 days 40 days plus Total On target?
Retirement 246 27 2 0 0 0 275 100
Deferred retirement 398 50 5 1 0 0 454 100
Estimate 380 115 113 27 0 0 635 100
Deferred 133 34 72 339 608 0 1,186 100
Transfer out 54 52 32 2 0 0 140 100
Transfer in 70 29 12 0 0 0 111 100
Divorce 12 41 30 2 0 0 85 100
Refund 463 232 288 131 0 0 1,114 100
Rejoiners 85 33 18 6 0 0 142 100
Interfunds 72 14 25 11 0 0 122 100
Death 182 15 3 0 0 0 200 100
Grand total   4,464  

Quarter 2

  Time to complete    
Type of case 0 to 5 days 6 to 10 days 11 to 15 days 16 to 20 days 20 to 40 days 40 days plus  Total On target?
Retirement 256 31 1 0 0 0 288 100
Deferred retirement 258 67 6 0 0 0 331 100
Estimate 362 94 144 33 0 0 633 100
Deferred 96 44 384 719 1,018 0 2,261 100
Transfer out 77 52 9 2 0 0 140 100
Transfer in 62 34 23 3 0 0 122 100
Divorce 4 22 31 12 0 0 69 100
Refund 631 489 450 121 0 0 1,691  100
Rejoiners 132 57 44 10 0 0 243  100
Interfunds 68 24 15 1 0 0 108  100
Death 162 21 5 4 0 0 192  100
Grand total   6,078  

Quarter 3

  Time to complete    
Type of case 0 to 5 days 6 to 10 days 11 to 15 days 16 to 20 days 20 to 40 days 40 days plus Total On target?
Retirement 213 22 1 0 0 0 236 100
Deferred retirement 312 18 0 0 0 0 330 100
Estimate 383 122 29 1 0 0 535 100
Deferred 1,181 762 178 76 668 0 2,865 100
Transfer out 32 67 46 1 0 0 146 100
Transfer in 54 25 16 0 0 0 95 100
Divorce 22 42 34 2 0 0 100 100
Refund 1,142 337 110 21 0 0 1,610 100
Rejoiners 134 48 16 3 0 0 201 100
Interfunds 93 63 22 3 0 0 181 100
Death 136 23 13 0 0 0 172 100
Grand total             6,471  

2016 to 2017 key process stats

To keep you informed and updated on our five key processes, which are:

  • pre retirement leavers (Deferment)
  • estimates
  • refunds
  • retirements
  • deferred retirements

We will publish our statistics every quarter, this will enable us to report to you any dips in performance and how we plan to address these.

Presentations

2015 to 2016 key process stats

To keep you informed and updated on our five key processes, which are:

  • pre retirement leavers (Deferment)
  • estimates
  • refunds
  • retirements

We will publish our statistics every quarter, this will enable us to report to you any dips in performance and how we plan to address these.