Performance standards

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.

TaskStandard (working days)TargetWithin Standard
Lump-sum retirement payments10 days90%90%
Death grant payments10 days90%98%
Leaver options notifications20 days90%69%
Refund payments10 days               95%       99%           
Refund Quotations10 days        90%98%
Transfer out quotations20 days90%98%
Transfer out payments10 days90%90%
Transfer in quotations              10 days90%94%
Transfer in confirmations20 days90%100%
New entrant certificates20 days95%100%
Correspondence10 days95%95%
Benefit quotation requests10 days90%60%
Issue members’ annual reportby 30 November100%100%
Issue members’ annual benefit statementsWithin 5 months of year-end, unless relevant data is unavailable100%98%
Pensions paid each monthLast banking day of month100%100%
P60s issued to all pensionersBy 31 May100%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.