Sharing Our Performance - June 2018

Our current performance  

The table below shows our recent monthly performance for pension award processing:

On 4 June we upgraded our processing system which consolidates member and pensioner administration into a single platform.  There was a period of downtime of 5 working days to allow for data transition.  We ran the pensioner payrolls in advance to accommodate the downtime period so that no ongoing pension payments would be out of step with the normal timetable.  Since then we have successfully processed over 220,000 new and periodic payments from the new system.  All scheduled payment processing cycles are running as expected.

New Bereavement awards incurred a slight backlog due to the downtime to allow for the data transition.  However, all this work has now been loaded onto the system in order for the awards to be made.

The NHSBSA is facing extremely high call volumes which is impacting all services supported by our Contact Centre.  There are a number of reasons for this:

• Pensions Payroll contacts are approximately 70% over our forecast, mainly due to repeat callers from high call queues last week as a result of the downtime window

• Total Reward Statements refresh window and residual end of year activity

• The European Health Insurance Card (EHIC) publicity from the Martin Lewis TV show last week has been a big factor as we saw a large over-delivery of contacts by 45%

• We have also increased the Loss Recovery Service mailings due to a backlog in surcharges building up over recent weeks

• We have seen the usual planned increases in calls for Dental due to the Annual Reconciliation Report period