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 2021, 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 2020/2021.
|Task||Standard (Working days)||Target||Within Standard|
|Lump sum retirement payments||10 days||90%||98%|
|Death grant payments||10 days||90%||98%|
|Leaver options notifications||20 days||90%||97%|
|Refund payments||10 days||95%||99%|
|Transfer out quotations||20 days||90%||98%|
|Transfer out payments||10 days||90%||93%|
|Transfer in quotations||10 days||90%||98%|
|Transfer in confirmations||20 days||90%||98%|
|New entrant certificates||20 days||95%||98%|
|Benefit quotation requests||10 days||90%||98%|
|Issue members’ annual report||by 30 November||100%||100%|
|Issue members’ annual benefit statements||Within 5 months of year end, unless relevant data unavailable||100%||97%|
|Pensions paid each month||Last banking day of month||100%||100%|
|P60s issued to all pensioners||By 31 May||100%||100%|
Despite the global pandemic the 2020/21 year has been a successful year for all teams and due to all their hard work and effort, all but one of the 15 service standards was achieved. NILGOSC was unable to issue 0.05% of its active membership with an annual benefit statement due to unknown addresses, or if information essential to the production of the statement is missing e.g., pensionable pay details. Some members joined the employer too late to be on the final payroll for the year and therefore had no pay details recorded.