Agenda item

Administration procedures and performance

Report by Director of Finance and Support Services.

 

The Board is asked to consider the report and propose any further information that they require.

Minutes:

40.1   The Board received a report by the Director of Finance and Support Services (copy appended to the signed minutes).

 

40.2   The Board welcomed Andrew Lowe, Head of Pensions, Investment and Borrowing at Hampshire County Council, to the meeting.

 

40.3   Tara Atkins introduced the report and highlighted the work that had been done on the Tell Us Once system and confirmed that the scheme return had been submitted in time for the deadline.

 

40.4   Rachel Wood confirmed that the Pensions Panel Administration report from the 25 October had been appended as the intention was to ensure the same report was considered by both the Panel and Board.  The Pensions Panel had commented on the failure to hit the Service Level Agreements (SLA), but acknowledged there were legacy issues and expected the SLA to be met one year after the transfer.  Hampshire County Council were reported to be responding well to the demand.

 

40.5   Andrew Lowe confirmed that his team was working hard and that there was a joined approach with West Sussex on the direction of travel.  The statistics were continuing to improve and Andrew Lowe was able to report on the October statistics.

 

Active Retirement - 100%

Deferred Retirement – 100%

Estimates – 100%

Deferred Benefits – 100%

Transfers in / out – 92.8%

Divorce – 42.5%

Refunds – 100%

Rejoiners – 100%

Interfunds – 65.35%

Death Benefits – 100%

 

40.6   Andrew Lowe gave additional statistics on call volumes.  In October 2018 Hampshire had received 2,795 calls and 97.5% had been met on time.  In October 2019 4,500 calls had been received with 95% being met on time.  Andrew Lowe felt this showed the correct resourcing had been allocated for the demand.

 

40.7   Andrew Lowe commented on the Annual Benefit Statements (ABS) in that the majority had been submitted in time for the deadline.  The missing statements were linked to data issues rather than processes.  Andrew Lowe confirmed that no complaints had been received on ABSs.  Rachel Wood confirmed that missed ABSs were being published as soon as the data issues were resolved.  Rachel Wood also reported that positive comments had been received on the format.  Andrew Lowe confirmed that the Pension Saving Statement deadline had also been met.

 

40.8   The Board made comments including those that follow.

 

      Queried the compliance with the scheme return. Tara Atkins confirmed that for common data mid 90% had been complied with and for conditional data had been in the 80% region.  Tara Atkins explained that the data had been split into current and legacy and appropriate areas had been identified for improvement.  Rachel Wood confirmed that the results were similar for the LGPS average and explained that some of the issues were linked to missing data, such as addresses.

      Questioned the low statistics for Divorce case work. Andrew Lowe confirmed that the issues were linked to transfers and payments that needed to be paid.  Additional resource was being put into this area to help.  Rachel Wood added that Hampshire were committed to providing information when it was required, albeit not necessarily complying with the SLA.

      Asked if the SLA compliance was linked to waiting for information. Andrew Lowe confirmed that the clock stopped if officers were waiting on information.

      Queried if there was an opportunity with deferred members to encourage them to sign up to the online Member Portal. Andrew Lowe commented that this was not an area that had been previously considered, but felt this could be investigated.  Board members took the opportunity to comment that the Hampshire portal was user-friendly.

      Commented on the low level of active members using the online Member Portal and queried if there had been a launch event to publicise the portal. Rachel Wood explained that employers had mentioned they would be doing exercises to help promote the portal, for which Hampshire would provide support.  Andrew Lowe commented that age of members was a factor in portal usage.  Rachel Wood commented that officers could work with Hampshire next year to highlight the benefits of the portal with regard to ABS accuracy.

 

40.9   Resolved – That the Board notes the report and confirms satisfaction with the level of information provided.

Supporting documents: