Key tasks
Pensions Administration - key performance
We monitor our performance against our published standards on a weekly and monthly basis. You can view these standards in the Our performance section.| Performance measure | Target | Actual |
| Customers seen within 10 minutes | 100% |
100% |
| Respond to complaints within 10 days | 100% |
83.33% |
| Overall customer satisfaction for members | 80% | 79.8% |
| Overall customer satisfaction for retired members | 80% | 88.1% |
| Completing 90% of all key task work within target | 90% | 90% |
Pension Administration performance
Pension administration work is categorised as key or non-key and allocated to staff in date order - oldest cases are dealt with first. Key work includes retirals, deaths, and transfers. In 2009/10, we met our target of completing 90% of all key task work within target. Our non key tasks were 6% up on the previous year at 86%.
The graph below shows our performance against this target over the period 2009/10, 2010/11 and 2011/12 to the last quarter.| KEY work within target | 2009/10 | 2010/11 | 2011/12 |
| April | 87% | 88% | 89% |
| May | 89% | 90% | 92% |
| June | 93% | 92% | 92% |
| July | 95% | 88% | 90% |
| August | 95% | 83% | 93% |
| September | 79% | 82% | 93% |
| October | 90% | 92% | 95% |
| November | 95% | 93% | 96% |
| December | 94% | 92% | 93% |
| January | 76% | 93% | 97% |
| February | 87% | 94% | 96% |
| March | 90% | 96% |
97% |
| Year to date |
90% |
90% | 94% |
| NON KEY within target | 2009/10 | 2010/11 | 2010/11 |
| April | 86% | 77% | 45% |
| May | 83% | 85% | 45% |
| June | 93% | 79% | 38% |
| July | 85% | 75% | 52% |
| August | 88% | 74% | 54% |
| September | 85% | 71% | 75% |
| October | 90% | 64% | 65% |
| November | 85% | 57% | 47% |
| December | 88% | 49% | 54% |
| January | 73% | 33% | 57% |
| February | 83% | 38% | 66% |
| March | 87% | 41% |
60% |
| Year to date | 86% | 62% | 55% |
