In May 1997, the Management Committee approved service standards for key NILGOSC activities and set a performance tIn May 1997, the Management Committee approved service standards for key NILGOSC activities and set a performance target for each service standard. The service standards are reviewed annually, and performance against the targets is monitored by the Committee. In April 2022, the internal auditor, ASM, tested NILGOSC’s service standards reporting system and performance outturn as part of its annual validations review.
The following is a summary of performance against the service standards during 2021/2022.
|Task||Standard (working days)||Target||Within Standard|
|Lump-sum retirement payments||10 days||90%||90%|
|Death grant payments||10 days||90%||98%|
|Leaver options notifications||20 days||90%||69%|
|Refund payments||10 days||95%||99%|
|Refund Quotations||10 days||90%||98%|
|Transfer out quotations||20 days||90%||98%|
|Transfer out payments||10 days||90%||90%|
|Transfer in quotations||10 days||90%||94%|
|Transfer in confirmations||20 days||90%||100%|
|New entrant certificates||20 days||95%||100%|
|Benefit quotation requests||10 days||90%||60%|
|Issue members’ annual report||by 30 November||100%||100%|
|Issue members’ annual benefit statements||Within 5 months of year-end, unless relevant data is unavailable||100%||98%|
|Pensions paid each month||Last banking day of month||100%||100%|
|P60s issued to all pensioners||By 31 May||100%||100%|
The 2021/22 year was a challenging year for NILGOSC whilst it navigated through the global pandemic and continued to function behind closed doors. Staff absences and recruitment difficulties did impact the turnaround times of a small number of processes and it is acknowledged that performance fell short of the target for 3 of the 16 service standards. One action relating to leaver options notifications fell considerably short of the target as a result of work prioritisation over those actions where a monetary benefit was due to members, such as retirements and deaths. Benefit quotation requests also fell short of the target as these were not deemed high priority as members now have 24-hour access to their personal information and are able to perform benefit calculations themselves via the projectors on My NILGOSC Pension Online.