In 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 2023, 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 2022/2023.
|Task||Standard (working days)||Target||Within Standard|
|Lump-sum retirement payments||10 days||90%||90%|
|Death grant payments||10 days||90%||96%|
|Leaver options notifications||20 days||90%||68%|
|Refund payments||10 days||95%||99%|
|Refund Quotations||10 days||90%||94%|
|Transfer out quotations||20 days||90%||91%|
|Transfer out payments||10 days||90%||88%|
|Transfer in quotations||10 days||90%||91%|
|Transfer in confirmations||20 days||90%||99%|
|New entrant certificates||20 days||95%||100%|
|Benefit quotation requests||10 days||90%||78%|
|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%||97%|
|Pensions paid each month||Last banking day of month||100%||100%|
|P60s issued to all pensioners||By 31 May||100%||100%|
The 2022/23 year was a challenging year for NILGOSC. Staff absences and recruitment and retention difficulties are the key contributing factors to the deterioration in performance during the year ended 31 March 2023, therefore it is acknowledged that performance fell short of target for 5 of the 16 service standards. One action relating to leaver options notifications fell considerably short of target as a result of work prioritisation over those actions where a monetary benefit was due to members, such a retirements and deaths. Benefit quotation requests also fell short of 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.