|
Month |
Number of new awards due to be paid in month (our target) |
Number of new awards cleared within the month (our performance) |
Completion rate |
|
June 2018 |
2936 |
2198 |
74.86% |
On 4 June we transitioned the Pensioner administration system from our previous supplier Equiniti and brought the work in-house. This resulted in a number of system changes for our administrators to learn and new work for them to process. Overall this was managed well but with change on this scale it was unlikely to happen with no impact.
Just to put the scale of this change into context:
- System upgrade to include facility to record Pensioner data in the Pensions Operating system Compendia
- Data Migration was carried out to migrate over 900,000 Pensioner records into Compendia which equated to 1.08 billion rows of data
- New processes transitioned from the previous supplier into the administration team
- £548 million paid to 667,357 pensioners since 2 July when NHS Pensions fully took over the service
There are still some residual Compendia issues which are being resolved in priority order, you may feel the impact from time to time as we bring systems down at short notice to apply fixes. We do try to minimise the impact on employers and our administrators however this may not always be possible.
Awards remain the most critical area and we are concentrating our efforts on recovery very closely. We have invoked our contingency plan and to better understand the work involved in the recovery, included below is a table of the volume of awards that have passed their target.
|
Awards |
Volume |
|
Remaining for June |
63 |
|
01/07/2018 – 08/07/2018 |
49 |
|
09/07/2018 – 15/07/2018 |
394 |
|
16/07/2018 (Peak day) |
570 |
|
17/07/2018 – 22/07/2018 |
788 |
|
23/07/2018 – 29/07/2018 |
659 |
Some of the actions in the contingency plan are noted below:
- Assessments of the cases above have shown that 29% are at the final stages and the team are focused on clearing these first
- We have assessed other areas of the business and temporarily re-aligned resources from non-critical areas to improve daily clearance
- We are having target days focused on specific activity to move more awards faster through the processing cycle
- Constant monitoring of upcoming awards
We are already starting to see improvements, however to keep you informed, we will provide a further update by Friday 17 August 2018 via an email to all employers.
Call Referral volumes remain slightly higher than forecast but again this is expected to improve every day as we see the numbers above reduce.